Application Support Engineer

Job RoleDataflow is seeking experienced Application Support Specialists to provide first-class support to its global internal application users, particularly those utilizing client portals built on .NET technology. We are looking for flexible individuals who can take on a broad range of support tasks as we continue to mature our application support team.Job Role Summary:As an Application Support Specialist, you will be responsible for supporting Dataflow’s internal application suite, which leverages a diverse backend of technologies including IBM BPM, AWS Serverless Environments, Oracle, PostgreSQL, MySQL, Aurora, MSSQL, DynamoDB, and MongoDB. You will also support applications built on AWS ECS, Lambda, and other serverless services. This role requires a commitment to ensuring high service reliability, swift incident resolution, and continuous service improvement.Key Responsibilities:Provide comprehensive support for Dataflow's internal application suite.Manage all service requests through the Dataflow ticket management system to ensure accurate tracking and reporting.Be available for flexible working hours to accommodate out-of-hours emergencies and change requests.Prioritize and address incidents and failures with urgency to restore services promptly.Communicate regularly and effectively with end-users regarding incidents and changes to manage expectations.Proactively identify and implement opportunities to improve service reliability, process speed, and efficiency, adding value to operations teams.Assist in organizing and executing User Acceptance Testing (UAT) processes before production releases.Manage and assist with the release of new code to production through a rigorous change management process.Ability to work shifted hours, covering a range from 6 AM to 7 PM.Create and maintain clear, useful process documentation where it is missing or needs improvement.Adhere to established Key Performance Indicators (KPIs) including:Speed of responseSpeed of resolutionQuality of serviceCustomer satisfactionReliability of serviceService improvement through ticket reduction and waste removal.Mandatory Requirements:Bachelor of Engineering (BE) or Bachelor of Technology (BTech) in Computer Science or Information Technology or Bachelor in Science in Computer Science.Minimum of 3 years of experience supporting internal applications for a wide range of global enterprise users.Familiarity with ISO27001 and data security compliance (GDPR).Basic knowledge and capability in a modern development or scripting language (e.g., PERL, PYTHON, Node.js).Proficiency with SQL.Ability to work shifted hours, covering 6 AM to 7 PM.Experience in an associated database environment; Oracle preferred, but demonstrable ability with MySQL, MSSQL, or Sybase is acceptable.Knowledge of production management environments, including change management, ticket processing tools, and familiarity with the Software Development Life Cycle (SDLC) from development to production.Excellent English communication skills (both oral and written) to effectively support a global audience.Team/Organizational Structure:This role reports directly to the Sr. Service Delivery Manager.