Job Description

Locations

• Hyderabad, Telangana, India

Salary

Skills Required

• technical leadershipintermediate
• strategic planningintermediate
• tactical executionintermediate
• operational managementintermediate
• innovation in supportintermediate
• AI toolsintermediate
• LLM-powered toolsintermediate
• crisis managementintermediate
• root cause analysisintermediate
• corrective actionintermediate
• technical leadintermediate
• incident resolutionintermediate
• system hardeningintermediate
• shift left supportintermediate
• instrumentationintermediate
• diagnostics buildingintermediate
• telemetry integrationintermediate
• AI/ML summarisersintermediate
• chatbotsintermediate
• ticket intelligence enginesintermediate
• knowledge search systemsintermediate
• LLM-based agentsintermediate
• workflow automationintermediate
• auto-triage automationintermediate
• self-healing systemsintermediate
• real-time diagnosticsintermediate
• observability platformsintermediate
• anomaly detectionintermediate
• enriched alertsintermediate
• predictive supportintermediate
• scalable play-booksintermediate
• support-as-code toolingintermediate
• incident managementintermediate
• automation for global supportintermediate
• platform engineeringintermediate
• support process modernisationintermediate
• intelligent toolsintermediate

Required Qualifications

• 8+ years of experience in Enterprise Application Support Management (experience, 8 years)
• Experience in handling observability/monitoring tools (PagerDuty, Data-dog, Prometheus, Splunk) (experience)
• Hands-on experience with Java, Python or other scripting languages, REST APIs (experience)
• Excellent verbal and written communication skills, attention to detail and the ability to communicate at all organizational levels (experience)
• Bachelor’s or Masters degree in Engineering specialising in Computer Science or IT (degree in masters degree in engineering specialising in computer science or it)

Preferred Qualifications

• Problem Solving techniques for issue resolution (experience)
• Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues (experience)
• Ability to combine technology with a support mindset to lead automation, observability, and shift-left processes. (experience)
• Experience working with best-in-class processes of IT service management while working on complex IT systems landscape in a global organisations. (experience)
• Ability to develop smart support tools using LLM, summarisers, and self-serve diagnostics and search interfaces using natural language processing (experience)
• Experience building Tableau dashboards for reporting and metrics. (experience)
• Deep analytical skills, systems thinking, and the ability to turn support problems into scalable engineering solutions collaborating across engineering, monitoring, and portfolio teams. (experience)
• Able to drive cross-functional communications required to serve diverse customer base and deal with escalations efficiently. (experience)
• Understanding in Supply Chain domain (or) Support delivery process and tools. (experience)
• Past experience in Service Now for Incident Management. (experience)

Responsibilities

• We are looking for an Application Support Engineer to architect smarter, faster, and self-sufficient support processes and systems. Key responsibilities include :
• - Work in a high-trust environment with technical leadership.
• - Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support
• - Lead innovation in support with cutting-edge AI and LLM-powered tools.
• - Work on impactful challenges, following up on issues to ensure root cause and corrective action. Invoke crisis management for critical incidents.
• - Act as technical lead during critical incidents for fast resolution, root cause clarity, and system hardening.
• - Influence developer and application teams to shift support left, instrument apps, build diagnostics, and integrate telemetry early.
• - Contribute to build smart support tools: AI/ML summarisers, chatbots, ticket intelligence engines, and knowledge search systems. Integrate LLM-based agents into workflows for automation.
• - Develop automation for auto-triage, self-healing, and real-time diagnostics.
• - Enhance observability platforms for early anomaly detection, enriched alerts, and predictive support.
• - Create scalable play-books and support-as-code tooling for improved operational readiness and knowledge reuse. Partner with Business and technical teams to deliver support and manage incidents.

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