Application Support Engineer

Tamil Nadu
Permanent
Full-time

14 hours ago
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Application Support EngineerLocation: Chennai, IndiaWorkplace Type: OnsiteAbout the RoleWe are seeking a highly motivated and experienced Application Support Engineer to join our dynamic IT team in Chennai. In this role, you will be responsible for providing comprehensive support for our critical file transfer applications, primarily IBM Aspera, ensuring seamless operation and optimal performance. You will collaborate with various IT infrastructure teams, vendors, and end-users to resolve issues, implement improvements, and maintain robust security protocols. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a proactive approach to application support and maintenance. This position requires a minimum of 7 years of relevant experience in supporting third-party applications within a corporate environment.Key Responsibilities

Provide comprehensive support for the IBM Aspera application suite (Shares, Faspex, HSTS, Console) and other corporate integrated file transfer tools.
Manage and resolve incidents and service requests through the ServiceNow ticketing system, coordinating solutions with relevant teams and vendors.
Perform application upgrades and configuration changes across development and production environments.
Collaborate with IT infrastructure teams to ensure seamless integration and support based on established Standard Operating Procedures (SOPs).
Log and track support tickets with IBM, ensuring timely resolution and effective communication.
Continuously review, update, and maintain server and application documentation to ensure accuracy and completeness.
Develop and present usage reports to IT Management, providing insights and recommendations for service improvement.
Implement and maintain security and access controls, coordinating with Security and other Infrastructure teams on Single Sign-On (SAML), PKI, public certificates, firewall policies, VIP/Load Balancing, and bot protection protocols.
Participate in application improvement projects and initiatives, including strategic projects on functionality and application changes.
Implement and coordinate automation of user provisioning, with a high focus on automated user provisioning (SNOW) and SOP/documentation.
Interact with user group representatives to gather feedback on the service and suggest improvements.
Provide 3rd line end-user support on the end-user application (transfer client) for both KLA and non-KLA users.
Maintain client knowledge on Windows transfer agent and local security policies (MacOS and Linux knowledge is a plus).
Document work logs in ServiceNow and update SOPs for Helpdesk and local IT as required.
Keep end-user documentation up to date.

Required Skills & Qualifications

7+ years of relevant experience in supporting third-party applications in a corporate environment.
Strong experience with IBM Aspera (Shares, Faspex, HSTS, Console) or similar corporate integrated file transfer tools.
Proficiency in using ServiceNow for incident and service request management.
Solid understanding of server and application documentation practices.
Experience with application upgrades and configuration changes in DEV/PROD environments.
Knowledge of security and access controls, including Single Sign-On (SAML), PKI, public certificates, firewall policies, VIP/Load Balancing, and bot protection protocols.
Familiarity with Windows transfer agent and local security policies; MacOS and Linux knowledge is a plus.
Experience with automated user provisioning systems, particularly ServiceNow.
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Experience with Tools Development and Software Engineering principles.

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