Application Support Engineer

Provide first-line technical and functional application support across the company’s enterprise application ecosystem, ensuring timely incident handling, initial troubleshooting, and effective escalation to internal application support specialists.

Responsibilities

• The role will strengthen operational capacity during the migration from legacy systems to new platforms, ensuring business continuity and application stability throughout the transition.
• Receive, register, categorize, prioritize, and manage application incidents and service requests through the ITSM platform.
• Perform L1 troubleshooting and resolve routine application issues within agreed SLAs.
• Monitor application availability, health, and performance using monitoring tools.
• Perform initial investigation of application logs, API failures, integration issues, and microservices-related incidents.
• Collect technical evidence and escalate complex incidents to L2/L3 teams with clear diagnostic details.
• Support business users across insurance applications, including policy administration, underwriting, claims, payments, and customer servicing.
• Provide L1 support for both legacy and newly implemented systems during migration and stabilization.
• Perform basic post-release and post-migration verification under internal team supervision.
• Maintain troubleshooting guides, known-error records, and knowledge base documentation.
• Provide regular updates on ticket status, recurring incidents, and operational performance.

Requirements

• Basic understanding of microservices architecture and distributed applications.
• Knowledge of REST APIs, web services, and system integrations.
• Familiarity with application monitoring and observability tools, particularly Grafana.
• Basic understanding of log monitoring and analysis tools.
• Knowledge of SQL,Oracle , mongo and relational databases Understanding of application availability, performance monitoring, and incident troubleshooting.
• Familiarity with ITSM tools such as Jira Service Management or ServiceNow.
• Basic understanding of authentication, authorization, and application access management.
• Familiarity with web and mobile application support.
• & Tools creation is a plus Essential skills Basic understanding of insurance business processes and operations.
• Familiarity with policy lifecycle, underwriting, claims, renewals, and premium collection.
• Understanding of business-critical transactions and their impact on customer experience and operations.
• Strong communication and stakeholder management skills.
• Effective incident ownership, follow-up, and escalation.
• Good documentation and reporting skills.
• Ability to work under pressure , manage competing priorities.
• Work on shift basis and following on call schedules

Preferred

• Previous experience in insurance or financial services is preferred Desired skills Analytical thinking and troubleshooting capabilities.