Support Engineer

Description GSPANN is hiring Support Engineers with expertise in application support, incident management, and monitoring. The ideal candidates will have hands-on experience with technologies like .NET, TypeScript, and Application Performance Monitoring (APM) tools such as Dynatrace, Datadog, and Splunk, along with a solid understanding of IT Service Management (ITSM) processes.

Role and Responsibilities

• Provide technical support for applications built on .NET and TypeScript.
• Follow ITIL and ITSM processes for incident, change, and problem management.
• Monitor and optimize application performance using Dynatrace, Datadog, and other APM tools.
• Analyze logs and monitor system behavior using Splunk to identify and troubleshoot issues.
• Execute ad hoc support tasks and jobs as needed to maintain application functionality.
• Perform initial triage of incidents and resolve them using runbooks and standard procedures.
• Manage incident workflows, ensuring prompt resolution and communication with stakeholders.
• Coordinate response for high-priority issues, ensuring timely intervention and resolution.
• Update the knowledge base with troubleshooting steps, resolutions, and best practices.
• Conduct routine health checks, batch job execution, and report generation.
• Recommend and implement new dashboards and alerts to enhance monitoring capabilities.

Skills and Experience