Associate Application Support Engineer

Culture at CloudifyOps:

Working with CloudifyOps is a rewarding experience. Great people, a work environment that thrives on creativity, and the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us.

Role Requirements and Responsibilities:

Application Support & Incident Management

- Serve as the first point of contact (L1) for application incidents raised via ticketing systems.
- Triage, categorise, and prioritise incoming support requests based on defined SLA guidelines.
- Resolve known issues using standard operating procedures (SOPs) and knowledge base articles.
- Escalate unresolved or complex incidents to L2/L3 teams with well-documented observations and initial analysis.
- Track and update incident tickets throughout the lifecycle, ensuring timely communication to stakeholders.

Monitoring & Alerting

- Monitor application health dashboards on DataDog and CloudWatch and flag anomalies proactively.
- Acknowledge and respond to system alerts within defined response windows.
- Perform basic health checks on AWS services (EC2, RDS, S3, Lambda) as part of daily operations.
- Maintain shift handover notes with clear status updates on open incidents and pending tasks.

Business Process & Domain Awareness

- Develop a working understanding of core NBFC workflows — Loan Origination, Disbursement, Repayment, and Collections — to contextualise support requests.
- Identify recurring issues and surface patterns to the L2 team for problem management.
- Support business teams with basic data queries and validation requests under L2 guidance.

Technical Assistance

- Perform basic SQL queries to verify data, cross-check records, and support reconciliation tasks.
- Test and validate API responses using Postman for straightforward integration issues.
- Assist in UAT support, release validation, and deployment verification activities.
- Maintain and update runbooks, SOPs, and knowledge base documentation.

Collaboration & Communication

- Work closely with L2/L3 engineers, business teams, and QA during incident resolution.
- Provide timely and clear updates to end-users and internal stakeholders on ticket status.
- Participate in daily standups and shift briefings as part of the support operations team.

Required Skills & Competencies

Technical Skills (Basic Awareness)

- AWS Cloud Services: EC2, RDS, S3, Lambda, CloudWatch, DynamoDB, SQS,
- Monitoring Tools: DataDog, Grafana, or similar tools
- Databases: SQL Server, MySQL, or PostgreSQL (strong SQL query and troubleshooting skills)
- APIs : RESTful APIs, Postman testing, API integrations and troubleshooting
- Operating Systems: Linux/Unix fundamentals
- Scripting: Python (preferred)
- Version Control: Git

Soft Skills

- Strong attention to detail and structured problem-solving approach.
- Clear written and verbal communication - ability to articulate issues concisely.
- Customer-oriented mindset with a sense of urgency and ownership.
- Willingness to work in shift-based or on-call environments.
- Ability to manage multiple tickets simultaneously under supervision.

Good to Have

- Basic knowledge of Shell or Python scripting for log parsing or automation.
- Exposure to ITIL fundamentals - incident, problem, and change management concepts.
- Experience with ticketing tools such as Jira, Freshdesk, or ServiceNow.
- Prior internship or project experience in application support or IT operations.

Qualifications & Experience

- Education:
- Bachelor’s Degree in Computer Science / Information Technology / Engineering / MCA or equivalent.

- Certifications (Preferred):
- AWS Certified Cloud Practitioner / Solutions Architect Associate
- ITIL Foundation Certification
- DataDog Fundamentals

Equal opportunity employer :

CloudifyOps is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category