MehnaTi

Applications Support Engineer

The Applications Support Engineer is responsible for the operation, support and maintenance of specific software applications, which may be built in-house or third-party software. He/She should have a deep understanding of the application's functionality and backend. He oversees software testing and transition processes and provides necessary support when required. He is responsible for interacting with the application users and setting up, and on boarding of the users. He works in a team setting and is proficient in applications development and monitoring tools and techniques required by the organization. He is also familiar with the relevant software platforms on which the solutions are deployed. The Applications Support Engineer uses critical thinking skills to identify and solve problems. He is passionate about analyzing and resolving problems, and addressing technical challenges. He also possesses strong interpersonal skills.

Skills and Competencies

Technical Skills & Competencies

Application Development
Proficiency Level
"Develop basic applications, run routine application tests, and conduct debugging to resolve errors."
3
Applications Integration
Proficiency Level
"Integrate data and functions across application programs, and perform follow-up tests to verify proper functioning"
3
Applications Support and Enhancement
Proficiency Level
"Analyse application performance statistics and user feedback, resolving bugs as required, and review application change requests"
3
Configuration Tracking
Proficiency Level
"Develop and update a configuration management plan, determining systems and techniques to track changes and revisions "
3
Customer Experience Management
Proficiency Level
"Analyse implications of customer profiles, requirements and buying patterns on organization's marketing strategy, and propose customer engagement initiatives "
3

Generic Skills & Competencies

Communication
Proficiency Level
"Articulate and discuss ideas and persuade others to achieve common outcomes "
Intermediate
Interpersonal Skills
Proficiency Level
Detect and decipher emotions of others to manage interpersonal relationships in social situations.
Intermediate
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Teamwork
Proficiency Level
Facilitate work team activities, provide assistance and support needed by team members and promote ownership and commitment among team members to work goals to improve team performance.
Intermediate

Critical Work Functions and Key Tasks

Provide software support

• Develop operational software configuration management plans 
• Manage the maintenance of Commercial Off-the-Shelf (COTS) and other software technologies to maintain currency 
• Oversee software help desk activities 
• Develop software retirement procedures 
• Acquire tools to facilitate the analysis of operational data 

Manage software maintenance

• Implement software maintenance processes and plans 
• Conduct technical impact analysis and problem identification 
• Develop plans to make corrective, adaptive and perfective changes to software 
• Manage preventative maintenance and software re-engineering activities 
• Monitor and analyse software maintenance activities

Oversee software transition

• Develop software transition plans and identify stakeholders for transition and operational requirements 
• Modify existing and develop new software operational standards 
• Develop software activation and check-out procedures 
• Lead software operational training 
• Develop training material for operational support personnel 
• Determine the impact of software changes on the operational environment 
• Lead software diagnostics and real-time debugging/trouble shooting 

Oversee software testing

• Identify stakeholders participating in testing activities 
• Design software test plan and criteria for regression testing 
• Design the test environment and test case scenarios 
• Specify test cases for the selected testing technique 
• Analyse defect arrival rate and failure intensity data

Maintain software and platform solutions

• Develop maintenance plans including timelines and resources needed 
• Provide high-level maintenance and update of an existing software and/or platform to improve functionality and process flow 
• Provide high-level monitoring of security measures, proper registration of passwords and other access procedures 
• Solve unique and highly complex problems by taking a broad perspective to identify solutions 
• Anticipate internal and/or external business challenges and/or regulatory issues 
• Oversee the maintenance of technical documentation of technical architecture, code changes, issue resolutions and procedures 
• Collaborate with external stakeholders and vendors to resolve problems

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