Job Description
Salary Range: LKRÂ 2,160,000.00 To 2,520,000.00 Annually
Job Title: Associate Application Support Engineer
Reports to: Director – Enterprise Applications & APJ Operation
Location: Sri Lanka, Colombo
Job Type: Permanent, full-time
JOB SUMMARY
As an Application Support Engineer, you will take ownership of client WHD cases, monitoring, deploying, and troubleshooting WHD systems. You will play a critical role in recognizing potential issues, suggesting solutions, building and testing Docker images, collaborating with cross-functional teams, and ensuring incidents are resolved efficiently. In addition, you will handle internal IT-related tasks, maintain detailed documentation, publish knowledge-base articles, conduct training, and stay current with emerging technologies.
Duties & Responsibilities:
- Own responsibility for client cases and ensure they are resolved promptly and efficiently
- Offer assistance for internal IT problems, including hardware and software issues, user access, and account management
- Assist with maintaining and updating internal IT infrastructure
- Build Docker images, publish and perform testing as needed for application deployment
- Monitor the performance and functionality of application systems
- Deploy, troubleshoot, and monitor Web Help Desk environments, identifying potential issues
- Collaborate with other cross-functional teams to identify and address problems
- If necessary, escalate client cases and incidents to vendors and work with them to resolve issues promptly
- Maintain comprehensive documentation of configurations, procedures, and incident resolutions, making sure they are current and easily accessible for reference
- Publish knowledge-base articles that address known issues, workarounds, and common service requests to enable self-help for clients and internal teams
- Stay informed about emerging technologies, industry best practices, and advancements in the field
Requirements:
- Bachelor’s degree in computer science, information technology, or related field (or equivalent work experience)
- Hands-on experience with Amazon EC2, Relational databases (RDS) and Docker
- Strong troubleshooting and problem-solving skills
- Certifications related to Amazon EC2, Docker, RDS or relevant technologies are a plus
- Experience in using ServiceNow for incident management
- Collaboration and communication skills to work effectively with cross-functional teams
- Vendor management experience, including incident escalation and resolution
- Documentation skills and attention to detail
- Experience in creating and publishing knowledge-based articles
- Training and presentation skills
- A passion for continuous learning and staying current with emerging technologies
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required to perform this job.
Loop1 runs on EOS® (the Entrepreneurial Operating System) a business management system that empowers leadership teams to run successful companies; and our employees are a key factor in this success. We strive to engage good people, who thrive on learning from each other and working together to deliver exceptional enterprise services to our clients. At the heart of this, are the core values that embody what it means to be a Loop1 employee:
- We are greater than me
- We are purposeful
- We do the right thing
Be part of the success story that is Loop1.
Loop1 is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
