Industrial Applications Support Engineer
Job Summary
We are seeking an experienced L2 Industrial Applications Support Engineer to provide operational and technical support for business-critical petroleum and industrial applications. The role is responsible for application troubleshooting, incident and request resolution, user support, application administration, deployments, upgrades, and vendor coordination, while ensuring application availability and reliability.
Key Applications- AVEVA PI System / PI Vision
- GE Digital APM / Meridium
- Aspen Tech applications
- Hexagon Smart Plant applications
- Lab Ware LIMS
- Other petroleum, engineering, and industrial applications
Experience with all platforms is preferred; strong hands‑on experience with several of the above applications is essential.
Key Responsibilities- Provide L2 application support and troubleshooting for petroleum and industrial applications.
- Manage application-related incidents and service requests within agreed SLAs.
- Troubleshoot application, client, server, connectivity, access, and performance issues.
- Perform application installation, configuration, upgrades, patches, and deployments.
- Support application access, Active Directory groups, service accounts, certificates, and licenses.
- Support applications delivered through Citrix and VDI environments.
- Perform application health checks following server patching, maintenance, outages, and changes.
- Support Change Management activities including implementation, testing, validation, and rollback.
- Assist application SMEs and business users during UAT and application releases.
- Coordinate complex issues with infrastructure, cybersecurity, database teams, SMEs, and third‑party vendors.
- Investigate recurring incidents, contribute to Root Cause Analysis (RCA), and implement appropriate workarounds.
- Maintain application SOPs, technical documentation, troubleshooting guides, and Knowledge Base articles.
- Participate in maintenance activities and on‑call support for critical/P1 incidents when require
- Bachelor's degree in Computer Science, IT, Engineering, or a related discipline.
- 3-6 years of experience in Application Support, Production Support, or a similar technical role.
- Hands‑on experience with several of: AVEVA PI / PI Vision, GE APM / Meridium, Aspen Tech, Smart Plant, and Lab Ware LIMS.
- Experience supporting applications in Oil & Gas, Petroleum, Energy, or Industrial environments is highly preferred.
- Good knowledge of Windows Server, Active Directory, SQL/databases, Citrix/VDI, application and Windows logs, certificates, service accounts, client/server architecture, and basic network troubleshooting.
- Knowledge of Power Shell, SCCM, IIS, APIs, or application monitoring tools is an advantage.
- Incident Management
- Service Request Management
- Problem Management
- Change Management
- Root Cause Analysis
- SLA Management
- Knowledge Management
ITIL knowledge or certification is preferred.
Key Competencies- Strong troubleshooting and analytical skills.
- Good communication and customer-support skills.
- Ability to coordinate with multiple technical teams and application vendors.
- Ability to manage multiple incidents and requests based on priority and business impact.
- Strong technical documentation skills.
- Ability to work independently and elevate appropriately.
- Strong attention to detail when supporting production environments.
A hands‑on L2 Application Support Engineer with experience supporting petroleum or industrial applications, particularly AVEVA PI, GE APM/Meridium, Aspen Tech, Smart Plant, and/or Lab Ware LIMS, who can independently troubleshoot issues while coordinating more complex problems with SMEs and vendors.
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