Application Support Engineer

Roles and Responsibilities:Provide application support for client's Point-of-Sale (POS) productsMaintain the health of the applications by regular proactive monitoring and remediating any issues related to application availability and/or performanceCollaborate with external/internal support teams to ensure smooth functioning of the application and resolution of issuesCollaborate with internal/external developers for bug fixes/product enhancementsExecute incident management processes; business communication, notification, escalation, and ensuring root cause analysis is completed and permanent corrective actions are implemented.Responsible for IT change management process including participation in Change Advisory Board (CAB) and performing impact assessment of potential changes executed by key service providersProvide after-hours support for incidents and changes including participation in the 24/7 on-call rosterSupport project work; production/non-production testing, operational support process/documentation, implementation support.Develop and maintain internal/external knowledgebase articlesIdentify process improvement opportunities and proactively work to address this via implementing automated solutionsSkills, Qualifications & ExperienceMinimum 3 years in an application/production support role or equivalent preferably in payments industry.Operational experience in a 24/7 high availability, real-time payments processing environmentStrong documentation and communication skillsStrong analytical abilities, troubleshooting, and problem-solving skillsExperience in using ITSM tools e.g. ServiceNow, Jira Helpdesk,Passionate for resolving customer Issues and maintaining the application availability.Pre/Post verification testing activities before/after code deploymentRelease and deployment management.Incident, problem, and Change management using ITIL best practices.Technical (Base):Knowledge of cloud technologies, web services, APIsPerforming API Testing via client test tools eg Postman, Insomnia.restRunning / executing Python scriptsAble to review API documentation (internal + external) and test APIsAble to review code from external developers - inline with in-house/external product APIsTroubleshooting issues using logging tools eg Opensearch / AWS CloudwatchProactive monitoring using APM tools like New Relic, Dynatrace etc.Desirable:Knowledge in Payment processes - Authorization, Settlement, Funding, common Acquirer/Payfac activitiesKnowledge of Payment protocols/regulations: ISO8583, PCI-DSS, DUKPT, 3DS EMVCoAble to pull, push, merge, rebase code using Version Control Systems (Git)Able to write Python scripts (utilising common frameworks - Requests, Flask etc)Knowledge in Javascript/Typescript languages (Frameworks - Nest.js, React)Exposure to AWS services - EC2, Cloudwatch, RDS - PostgreSQLContainerisation (Docker)