Application Support Engineer

We are seeking a highly skilled and experienced Application Support Engineer to join our team in Chennai. In this role, you will be responsible for supporting our critical 3rd party application suite, IBM Aspera, and related file transfer tools. You will work closely with various IT infrastructure teams, vendors, and end-users to ensure the smooth operation, security, and continuous improvement of our application environment. The ideal candidate will possess a strong understanding of security protocols, access controls, and application improvement projects, with a focus on automation and documentation. This role requires excellent problem-solving skills, a proactive approach to identifying and resolving issues, and the ability to communicate effectively with both technical and non-technical stakeholders.

<h3>Application Support Engineer</h3><div><strong>Location:</strong> Chennai, India</div><div><strong>Workplace Type:</strong> Onsite</div><div><br></div><h3>About the Role</h3><div>We are seeking a highly skilled and experienced Application Support Engineer to join our team in Chennai. In this role, you will be responsible for supporting our critical 3rd party application suite, IBM Aspera, and related file transfer tools. You will work closely with various IT infrastructure teams, vendors, and end-users to ensure the smooth operation, security, and continuous improvement of our application environment. The ideal candidate will possess a strong understanding of security protocols, access controls, and application improvement projects, with a focus on automation and documentation. This role requires excellent problem-solving skills, a proactive approach to identifying and resolving issues, and the ability to communicate effectively with both technical and non-technical stakeholders.</div><div><br></div><h3>Key Responsibilities</h3><ul><li>Provide comprehensive support for the IBM Aspera application suite (Shares, Faspex, HSTS, Console) and other corporate integrated file transfer tools.</li><li>Manage and resolve incidents and service requests in ServiceNow, coordinating solutions with relevant teams and vendors.</li><li>Perform application upgrades and configuration changes across development and production environments.</li><li>Collaborate with IT infrastructure teams to ensure seamless integration and support based on established SOPs.</li><li>Log and track support tickets with IBM, ensuring timely resolution and effective communication.</li><li>Continuously review, update, and maintain server and application documentation to ensure accuracy and completeness.</li><li>Develop and present usage reports to IT Management, providing insights and recommendations for improvement.</li><li>Coordinate with Security and other infrastructure teams to implement and maintain security and access controls, including Single Sign-On (SAML), PKI, firewall policies, and VIP/Load Balancing setups.</li><li>Lead and contribute to application improvement projects and initiatives, focusing on functionality enhancements and strategic changes.</li><li>Implement and coordinate automation of provisioning processes to end-users, particularly through ServiceNow integration.</li><li>Interact with user group representatives to gather feedback on the service and identify opportunities for improvement.</li><li>Provide 3rd line end-user support on the transfer client application, supporting both KLA and non-KLA users.</li><li>Document work logs in ServiceNow, ensuring detailed and accurate records of all activities.</li><li>Update SOPs for Helpdesk and local IT teams as required, maintaining up-to-date documentation.</li><li>Keep end-user documentation current and accessible, providing clear and concise instructions.</li></ul><div><br></div><h3>Required Skills &amp; Qualifications</h3><ul><li>Bachelor's degree in Computer Science, Information Technology, or a related field.</li><li>7+ years of relevant experience in application support, with a focus on file transfer tools and technologies.</li><li>Strong experience with IBM Aspera (Shares, Faspex, HSTS, Console) or similar corporate integrated file transfer tools.</li><li>Solid understanding of security protocols and access controls, including Single Sign-On (SAML), PKI, firewall policies, and VIP/Load Balancing setups.</li><li>Experience with ServiceNow for incident and service request management.</li><li>Proficiency in application upgrades, configuration changes, and troubleshooting in both development and production environments.</li><li>Familiarity with Windows transfer agent and local security policies; MacOS and Linux knowledge is a plus.</li><li>Experience with automated user provisioning and SOP documentation.</li><li>Excellent problem-solving skills and the ability to work independently and as part of a team.</li><li>Strong communication and interpersonal skills, with the ability to effectively interact with technical and non-technical stakeholders.</li><li>Experience with tools development and software engineering principles.</li></ul><h3><br></h3>