Senior Application Support Engineer

Key Responsibilities

• Manage end-to-end technical operations and service assurance of the CMS platform.
• Ensure platform availability, stability, performance, capacity, and business continuity.
• Monitor system health and technical/business KPIs and proactively identify anomalies.
• Troubleshoot critical production issues and perform Root Cause Analysis (RCA).
• Manage incidents, problems, escalations, patches, upgrades, and production changes.
• Analyze campaign-related issues involving targeting, eligibility, rewards, delivery, and customer experience.
• Coordinate with software vendors for advanced troubleshooting, SLA management, fixes, and enhancements.
• Support new CMS features, integrations, campaigns, and business requirements.
• Coordinate SIT/UAT, defect resolution, production deployment, and post-release validation.
• Work closely with Marketing, Sales, Digital, Retail, Customer Experience, and technical teams.
• Ensure compliance with applicable Information Security and Change Management requirements.

Required Technical Skills

✔ Linux / Unix
✔ SQL
✔ Oracle / MySQL / PostgreSQL
✔ REST APIs / Web Services
✔ Application & API Troubleshooting
✔ Log Analysis & Debugging
✔ Incident & Problem Management
✔ Root Cause Analysis (RCA)
✔ System Monitoring & Performance Tuning
✔ UAT & Production Deployment
✔ Telecom / VAS Architecture
✔ Campaign Management / Customer Engagement Platforms

Experience with scripting, automation, monitoring tools, API testing, ITIL processes, or DevOps practices will be an added advantage