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Application Support /Support Engineer

Development Centre /Client Sites

Application Support /Support Engineer

Location: Development Centre /Client Sites


  • Provide 1st and 2nd level application support services for global clients.
  • Responsible for meeting the response and resolution SLA for all the incidents/SR.
  • Change Request – Planning, Execution, testing and Rollback Plan for all the in scope services.
  • RCA follow-ups, conference call/meeting/mails with clients abroad.
  • Liaise with first/second line support for resolving the issues
  • Work together with external technical groups in order to resolve issue tickets effectively
  • Will have to work on SL holidays, UK work hours based on business requirements
  • Patch updating, deploying fix and updating deployed application. (With the team)
  • Maintain operational, configuration, or other procedures.
  • Deep troubleshooting skills for application/Interfaces/DBs
  • Escalate unresolved issues, Ensure accurate and responsive alert monitoring & usage by team.
  • Collaborate with other teams to ensure provided services are efficient, effective, maintainable and sustainable.


  • Familiarity with Linux and Windows environments
  • Provide general system, network & application administration / support on Linux/windows.
  • Knowledge in WSO2 products and experience in integration domains will be an added advantage.
  • Understanding and working exposure of following:
    • Monitoring and reporting tools
    • Tcpdump / Memory Dump / HeapDump – Troubleshooting
    • Protocols – TCP/IP , HTTP, HTTPS, SMPP, SMTP
    • Microsoft Azure, AWS and GCP cloud service.
  • Document incidents and knowledge sharing.
  • Monitor alerts and respond ttechnical emergencies diligently.
  • Ability to manage Tomcat / Apache / Nginx web services.
  • Working experience in DBMS Mysql / MSSQL / Postgresql
  • Script and automate administrative tasks. (Bash / Shell or Python)

General Responsibilities

Flexibility: The post holder may be required to work at any of the Mitra sites in line with service & operational needs. The post holder may be required to undertake such other duties temporarily, or on a continuing basis as may be required commensurate with this role. This may include periods of time working on client premises and / or internationally.

Confidentiality, Data Protection, Freedom of Information and Computer Misuse: All staff must ensure confidentiality and security of information dealt with in the course of performing their duties. They must comply with and keep up to date with Mitra policies and legislation on confidentiality, data protection, freedom of information and computer misuse. Any matter of a confidential nature, particularly information relating to customers or other members of staff, must not, under any circumstances, be divulged or passed on
to any unauthorized persons. This duty extends after employment ceases.

Communication: All staff should be able to communicate effectively and in line with Mitra style of communications.

Health, Safety, Security and Risk Management: All staff are required to adhere to and act consistently with all relevant health and safety legislation and procedures in order to ensure that their own and the health, safety and security of others is maintained. This will include identifying and reporting all risks to health and safety, security of equipment and property.

Equality and Diversity: Actively promote Mitra’s commitment to equality and diversity by treating all colleagues and customers with dignity and respect.
Mandatory, job related training and personal development: Take a proactive approach to own personal development in order to ensure that skills are aligned to the demands of the role as it evolves and develops to meet the organization’s changing needs.

Data Quality: It is the responsibility of all employees to ensure data is of a high-quality standard, in order to support Mitra in providing a quality service. Data must be accurate, valid, reliable, timely, relevant and complete.

Standards of Business Conduct: It is the responsibility of all employees to conduct all businessin an open, honest and ethical manner. Mitra is committed to acting with integrity in all its dealings and relationships with customers, partners and other organizations

To apply, please email your CVs to