Application Operation Support Engineer

Job Accountabilities (duties and responsibilities)

 Possessing specialist knowledge of operating systems, devices, applications and

software

 Experience in MS SQL & Oracle Database.

 Providing technical support to teams within the organization, and to external

clients when required

 Assisting with systems integrations

 Managing ticketed query system and ensuring comprehensive database of queries

and resolutions is kept up to date

 Maintaining and updating technical documents and procedures

 Identifying and resolving technical issues

 Managing coordination at a local and vendor level where required

 Delivering regular and customized training to teams within the business

 Preparing maintenance plans and upgrading schedules for the organization’s

systems

 Developing reports for teams across the business

 Manage customer expectations regarding estimated response times for issue

resolution

 Gather all the required information needed and provide to next level support (L2)

for quick/accelerated investigation and to deliver fixes within SLA timelines

 To support/resolve software and technical questions from the end users of the

customer efficiently and effectively

 On need basis discuss with the business teams to seek additional details about the

issue.

 Prioritize the ticket with the right severity levels basis business impact

understanding from the client.

 Collaborate with all the Product Support team members to properly manage

Customer inquiries and escalate when appropriate.

 Own software product issues of the client from initial reporting to resolution,

coordinating with L2 and L2 team and communicating the progress/resolutions

with customers on regular basis.

 Run monitoring reports for usage, performance, and/or availability.

 Gather the logs from the software product and also the app server and perform the

initial investigation

 Coordinate with end user and support the L2 and L3 team in recreating the

reported issue.

 Meet SLAs like response and resolution times by partnering with L2 and L3 Support

organizations

 Should see out a project from conceptual to final product, requiring good

organizational skills and attention to detail.

 Is accountable for the end-to-end delivery of Fuel Retail Automation and

Convenience Store System, Integration with other Enterprise System and Payments

 Is accountable for Information and related services to the Reliance businesses and

be a part of IT function’s transformational journey of being traditional service

delivery unit to a function that systematically enables business objectives and

drives the identification and adoption of game-changing, value-adding

technologies.

 Will be working on various sub platforms catering to particular Business Platform.

 Should be able to meet both technical and consumer needs.

 should be a highly resourceful team-player, who is comfortable working in a fast-

paced environment, while remaining flexible, proactive, and efficient

 should have a hands-on experience on Business Analysis, Design & Architecture,

Impact Analysis/Business Value Realization, Application Development, Database

Management and related coordination with IDC, IRM, Analytics, and Mobility Teams

 should manage and maintain related Documentation

 should maintain good relations with all the Stakeholders

 The role requires Strong written and verbal communication skills, along with

functional and operational knowledge

 Continuous improvements through feedback and consequent performance

enhancements

 should have experience in doing vendor management and should be able to

prepare operations manual/ SOP and do handholding with the operations team for

smooth transition it to the operation

 Create detailed, comprehensive and well-structured Unit test plans and test cases

 Estimate, prioritize, plan, and coordinate testing activities

 Getting QA & UAT signoff and manage release using CI/CD – DevOps Process

Skills Required (Knowledge and Skills)

 Strong Experience (4+ Years) in understanding the Petroleum Retail Architecture

Pattern and Design

 Experience in MS SQL & Oracle Database

 Experience in Design, Development and Implementation of Fuel Retail and

Convenience Systems of similar kind of Network in India or any other part of the

world

 Knowledge about Payment integration methodology and architecture

 Strong in problem analysis and decision making

 Strong Vendor Management Skill

 Good data analytical skills.

 Good written and verbal communication skills

 Ability to write the Test scenarios based on Business requirement

 Presentation and documentation skills

 Understanding of Software Development Lifecycle framework, processes (SDLC)

Qualification

 BE/B Tech – Any Stream

Experience

 4-5 Years of experience