Application Support Engineer

Job Summary

The successful candidate will be primarily responsible for supporting OSS integration across all systems and applications. The OSS Engineer will work closely with engineering teams, project stakeholders, vendors, and system owners to ensure service delivery, generate insightful reports, and implement change requests.

This position requires strong analytical skills, a commitment to service quality, and the ability to work independently while effectively coordinating with multiple stakeholders.

Responsibilities & Duties

· Respond to and resolve service requests in a timely manner, in alignment with established Service Level Agreements (SLAs).

· Maintain accurate and up-to-date documentation of service requests, incidents, and resolutions using departmental tools such as Confluence and Jira.

· Investigate and resolve issues reported via alarm monitoring systems, NOC escalations, developers, and other support or engineering teams. Prioritize first-call resolution, engage vendor support when necessary, and escalate to engineering only when required.

· Conduct regular audits of server, application, and database access — including user privileges and permissions — to ensure compliance with company policies and security standards.

· Assist in the setup, configuration, and optimization of system monitoring tools to track performance, availability, service health, and other operational metrics across supported platforms and applications.

· Monitor and manage the team mailbox, proactively identifying system-related events or alerts. Create and track tickets based on actionable items received via email to ensure timely resolution and visibility.

· Generate capacity and performance reports for systems managed by various owners, covering key metrics such as availability, utilization, and other relevant indicators.

· Support end-users in the effective use of supported applications through documentation, training sessions, or presentations as needed.

· Adhere to internal policies, Standard Operating Procedures (SOPs), and Methods of Procedure (MOPs). Complete all required compliance training within designated timelines and assist in preparing and submitting change requests.

Qualifications:

Education & Experience:

· Bachelor's degree in Information Technology, Computer/Electronics Engineering, or a related field or equivalent practical experience.

· Minimum of 3 years of hands-on experience in OSS support, systems operations, or infrastructure roles, with demonstrated ability to manage service requests, perform system audits, and collaborate across engineering and vendor teams.

· Proven experience working with ticketing and documentation systems such as Jira and Confluence.

Technical Skills:

· Must have strong understanding of monitoring and observability, including interpreting alerts, logs, and performance metrics. Should have experience with SNMP protocol behavior, trap handling, syslog/logging mechanisms, and how monitoring data flows from devices to observability platforms.

· Must have experience with Splunk, including Universal Forwarder configuration and, ideally, familiarity with ITSI for service-level monitoring and event correlation.

· Must have experience in Nagios, including configuration, maintenance, and monitoring of infrastructure and services.

· Strong in Linux system administration, including patching, log analysis, user management, and shell scripting.

· Basic experience in Solaris/Unix for operational support and troubleshooting.

· Experience in SQL, with the ability to run read-only queries and perform write operations under approved procedures.

· Good understanding of networking fundamentals, including TCP/IP, firewalls, load balancers, NAT, and common protocols.

· Experience with AWS CloudWatch, AWS Lambda, or Opsgenie is advantageous.

Soft Skills:

· Strong analytical thinking and problem-solving capabilities.

· Excellent written and verbal communication skills.

· Attention to detail with the ability to follow procedures and maintain accurate documentation.

· Customer-focused mindset with a proactive approach to issue resolution.

· Ability to work independently and collaboratively within a team-oriented environment.