Application Engineer

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.