IT Support Engineer

IT Application Support Engineer Description Job Responsibilities Own day to day production incident and service request handling for OQGA via ServiceNow create update tickets document details attach evidence drive to closure Perform initial triage and troubleshooting for production issues coordinating with the right teams when escalation is needed. Use production databas read access appropriately to investigate issues and validate outcomes following approved access groups tools Support planned release hotfix activities by validating operational readiness and post deploy stability as part of release go no-go rhythms Participate in tracking and follow ups for planned/unplanned outages and ensure the right stakeholders are informed with accurate traceable updates Execute recurring production support tasks eg validations extracts operational checks using documented procedures and agreed timelines Maintain and improve runbooks support documentation so common issues and steps are repeatable and auditable Contribute to continuous improvement by identifying patterns in incidents and proposing automation/monitoring enhancements to reduce repeat issues Provide clear timely status communication across Engineering Product UAT Operations during incident resolution and release windows Job Qualifications Hands on experience in production application support with incident triage and resolution ownership Must have Prod Support Exprience is a must strong Java Python and hands on SQL experience for troubleshooting and resolving tickets Strong incident management and RCA skills (problem isolation, mitigation, and prevention mindset). Proficiency in SQL for investigations, validations, and operational troubleshooting. Experience working in an ITSM tool (ServiceNow preferred) with disciplined documentation practices. Familiarity with production database access controls and safe diagnostic practices Working knowledge of monitoring/observability concepts and log/telemetry-based troubleshooting. Ability to collaborate effectively across teams and communicate status clearly to technical/non-technical stakeholders. Scripting/automation mindset (Python preferred) to streamline repeatable operational checks. Flexibility to support urgent production issues outside standard hours when business impact requires it. Shift Timing - 24/7 support is available. 9 AM - 5 PM