We are seeking a proactive and detail-oriented Application Support Engineer to join our dynamic Data Platform & Applications team in Geneva, supporting mission-critical data platform applications in a fast-paced energy trading environment. As part of a global support team, you will provide Level 1 (L1) and Level 2 (L2) support, ensuring high availability, reliability, and performance of our data platforms. You will collaborate closely with application development teams, infrastructure teams, and business users across multiple regions to resolve incidents, manage service requests, and drive continuous improvement in support processes.
Key Responsibilities:
- Provide L1 and L2 support for data platform applications, including incident triage, troubleshooting, and resolution.
- Monitor application health, performance, and data flows using monitoring tools and dashboards.
- Respond to and resolve user queries, issues, and service requests in a timely manner, maintaining high customer satisfaction.
- Escalate complex issues to L3 support or development teams, ensuring clear documentation and communication.
- Perform routine operational tasks such as user access management, data catalog administration, batch job monitoring, and data integrity checks.
- Collaborate with business users to understand requirements and provide guidance on application functionality and best practices.
- Maintain and update support documentation, knowledge bases, and runbooks.
- Identify recurring issues and contribute to root cause analysis and problem management.
- Support incident and change management processes in line with best practices.
- Participate in an on-call rotation and provide after-hours support as required.