Senior Support Engineer

Responsibilities

• Incident Management – Own and resolve incidents and requests, working directly with end-users or local technicians to investigate, troubleshoot, debug, and resolve technical issues.
• Technical Analysis – Reproduce issues, review logs, and conduct root cause analysis (RCA) with detailed documentation and recommended solutions.
• Application Expertise – Develop and maintain a deep understanding of the audit applications, their deployment architecture, and user workflows.
• Cloud Troubleshooting – Monitor, investigate, and resolve issues in Azure PaaS services (Web Apps, SQL Databases, Azure Monitor, Application Insights, Log Analytics, KQL) and Kubernetes-hosted services. Cross-Team Collaboration – Coordinate and escalate with global support teams, QA, operations, DBAs, domain specialists, platform teams, and third-party vendors such as Microsoft.
• Shift Handover Management – Provide regular status updates and coordinate incident handover across time zones.
• War Room Participation – Lead or participate in war rooms for critical incident resolution.
• Data Fixes – Create SQL data fix scripts to address escalated incidents and production data issues.
• Knowledge Base Contribution – Author and maintain troubleshooting guides, FAQs, and process documentation in the knowledge repository.
• Continuous Improvement – Suggest and implement automation, monitoring, and self-healing mechanisms to improve application resilience.
• Customer Engagement – Maintain effective communication with stakeholders during incidents to ensure confidence and transparency.
• Essential Skills & Competencies Proficiency in Microsoft technology stack:
  
  Languages:
  
  C#, .NET, Angular, Type Script

• Hands-on experience with Azure Portal, Azure Monitor, Application Insights, Log Analytics, KQL, and PaaS resource troubleshooting.
• Understanding of containerized applications and Kubernetes monitoring.
• Familiarity with event logs, IIS logs, and other system logs for deep-dive troubleshooting.
• Experience with ITSM tools (Service Now) and ALM tools (Azure Dev Ops, SharePoint).
• Strong problem-solving skills, ownership mindset, and the ability to prioritize under pressure.
• Excellent communication skills to interact with global teams and customers.

• Knowledge of Dev Ops practices (CI/CD pipelines, Infrastructure-as-Code using ARM/Bicep/Terraform).
• Experience with automation scripts using Power Shell or Azure CLI.
• Exposure to cloud cost optimization and performance tuning in Azure.
• Familiarity with AI-powered monitoring tools and predictive analytics for incident prevention.
• Knowledge of security best practices for cloud-hosted applications.