Software Engineer – Application Support

Job Purpose The job role is part of the Application Support function to ensure the availability and accessibility of the application(s) according to agreed service levels and business priorities. The primary goal of the role is to support production issues and to debug/troubleshoot and fix them to eliminate or minimize the adverse impact on business operations for the GAC Group. The job role also requires a close working relationship with the Infrastructure and Architecture & Development departments whose mission is to build or configure, maintain, enhance, and eventually decommission applications/services through their life cycle. Roles & Responsibilities Ø Perform 2nd and 3rd line support activities for the application(s) in coordination with the Development Team and the Helpdesk. Ø Manage Incidents, Proactive Alerts, Change Requests, and Service Requests ensuring compliance with the enterprise architecture, production processes & framework and other Group standards. Ø Ensure customer incidents and requests are resolved/fulfilled within agreed Service Levels and where applicable workarounds are provided to minimize business impact with timely escalations to the next level of support for faster resolution. Ø Ensure follow-ups with and updates to customers are done in a proactive, timely and professional manner. Ø Technical Knowledge - In-depth understanding of the technical and infra stack of the application and their inter dependencies. Ø Functional Knowledge - Holistic and in-depth understanding of the Business services and sub-processes delivered by the application and the ability to measure and prioritize support efforts. Ø Take part in application improvement projects and bug fixes in coordination with the development team to ensure the stability and performance of the application(s). Ø Monitor, record and report on performance and availability metrics and KPI’s to keep track of overall application health and operational excellence. Ø Produce and maintain clear documentation on application functionality and support procedures. Ø Mentor team members and engage in knowledge transfer of support procedures. Ø Ensure knowledge base and SDP are kept up to date. Job requirements Ø An undergraduate or postgraduate degree in computer science, engineering, or similar discipline. Ø Certifications in one or more of the following areas will be advantageous: · Microsoft Azure Services. · MS SQL Server Admin. · ITIL foundation or higher. · Agile Framework. · Application Performance Monitoring (APM). Ø Proven skills for problem-solving and service excellence. Ø Working Knowledge of the following tools and technologies: · Working knowledge of OOP, C#, Rest APIs, .Net core (WPF, WCF) and .Net framework · Good knowledge of Microsoft Azure cloud hosting and container-based solutions (Eg: Docker, Azure Kubernetes) · Experience working on RDBMS and No-SQL databases · Knowledge of Incident, Problem and Change management processes and a good understanding of ITIL best practices. (ITIL certification is a plus) · Previous experience developing and supporting solutions in the Supply chain, Shipping and Logistics domain is a plus. · Exposure to application Development, Integration, Testing and Release is a plus · Knowledge of APM (Application Performance Monitoring) and related tool exposure will be an advantage. · Working knowledge of Agile and DevOps methodologies · Communicate effectively across all levels, engaging and inspiring at senior levels internally and externally. · Cultural awareness within a multi-cultural corporate environment. Excellent written and verbal communication skills in English. · Minimum 2 years of experience in .Net core · 2+ years of production support experience in Application, Software or Technical services disciplines. · Good knowledge of the ITIL framework and Agile and DevOps methodologies · Ability to debug application code.