Techinical Support

Job Description (JD) – Technical Support Engineer (Business Applications) Position Technical Support Engineer – Business Applications Department Application Trading Support (ATS) Role Summary The Technical Support Engineer is responsible for providing end-to-end technical and functional support for business-critical applications including TechExcel, MFund (Azentio), XHawkEye, Ace Equity, Bloomberg, LMS, Trackwiz, SECMARK , and other integrated business applications. The role involves application monitoring, incident management, troubleshooting, vendor coordination, release management, server health monitoring, disaster recovery activities, documentation, and ensuring high application availability with minimal business disruption. Key Roles & Responsibilities 1. Application Support & Operations - Provide Level 1 and Level 2 technical and functional support for all assigned business applications. - Monitor application health and ensure business-critical applications remain available during business hours. - Perform daily application health checks and validate application services. - Resolve user issues within defined SLA/TAT. - Analyze application errors and perform root cause analysis (RCA). - Ensure minimal business disruption during production incidents. 2. User Support & Query Resolution - Provide technical and functional assistance to business users. - Troubleshoot application, connectivity, login, and performance issues. - Coordinate with internal teams to resolve user-reported issues. - Maintain regular communication with users until issue closure. - Maintain issue logs and resolution records. 3. Vendor Coordination - Coordinate with application vendors for: - Incident Resolution - Bug Fixes - Enhancement Requests - Change Requests - Patch Releases - Application Upgrades - Create and manage vendor support tickets. - Track pending issues until closure. - Validate vendor fixes before production deployment. 4. Troubleshooting & Root Cause Analysis - Investigate application issues by analyzing: - Application Logs - Server Logs - Database Errors - API Logs - Batch Jobs - Identify root causes and recommend corrective and preventive actions. - Maintain RCA documentation for major incidents. 5. Release & Patch Management - Coordinate application releases with vendors and internal teams. - Review release notes and deployment plans. - Perform UAT validation before production deployment. - Execute: - Patch Deployment - Application Release Deployment - Rollback Activities - Post-Deployment Verification - Maintain Release Tracker and Deployment Reports. 6. Server Monitoring & Performance Optimization - Monitor application servers for: - CPU Utilization - Memory Utilization - Disk Space - Services Status - Application Availability - Coordinate with Infrastructure and Database teams for performance optimization. - Monitor scheduled jobs and application services. - Identify performance bottlenecks and recommend improvements. 7. Disaster Recovery (PR to DR Activities) - Perform Production-to-Disaster Recovery (PR-to-DR) synchronization activities. - Participate in Disaster Recovery drills and mock exercises. - Validate application functionality after DR synchronization. - Perform DR-to-Production revert testing. - Prepare DR execution reports and validation documents. 8. SOP & Documentation Prepare and maintain: - Standard Operating Procedures (SOPs) - Application Runbooks - Troubleshooting Guides - Deployment Procedures - Recovery Procedures - Health Check Checklists - Knowledge Base Articles - RCA Documents - Configuration Documents - Installation Guides 9. Production Support - Monitor production applications continuously. - Respond promptly to production incidents. - Coordinate with: - Infrastructure Team - Database Team - Network Team - Development Team - Vendor Support Team - Ensure timely restoration of services. 10. Testing & Validation - Perform: - Functional Testing - Regression Testing - Smoke Testing - User Acceptance Testing (UAT) - Validate bug fixes and enhancements. - Verify application functionality before production deployment. 11. Preventive Maintenance - Perform preventive maintenance activities. - Verify scheduled jobs and batch processing. - Review application logs regularly. - Monitor backup status and application services. - Recommend process improvements and automation opportunities. 12. Compliance & Reporting - Maintain operational reports and support documentation. - Prepare: - Incident Reports - RCA Reports - Release Reports - Deployment Reports - Vendor Follow-up Reports - Application Health Reports - Support internal and external audits by providing required documentation. Applications Supported - TechExcel - MFund (Azentio) - XHawkEye - Ace Equity - Bloomberg - LMS - Trackwiz - SECMARK - Other business applications assigned by the organization Required Technical Skills - Windows & Linux Server Administration (Basic to Intermediate) - SQL Database Fundamentals - Application Troubleshooting - Log Analysis - Server Monitoring - API Testing (Basic) - Release Management - Patch Management - Disaster Recovery (DR) Procedures - Incident & Problem Management - Microsoft Excel (Advanced) - Documentation & SOP Preparation Soft Skills - Strong analytical and troubleshooting skills. - Excellent communication and stakeholder management. - Vendor coordination and follow-up. - Ability to work under pressure during critical production incidents. - Good documentation and reporting skills. - Strong customer service orientation. - Team collaboration and knowledge sharing. - Time management and multitasking abilities.