Senior System Engineer

Strong Application support ( L2 Support) with Observability exp

Candidate with strong experience in Linux, SQL ,ITIL & Shell scripting.

Strong exp in Monitoring tool ( Grafana/Data Dog/ Prometheus /control M)

Good experience in troubleshooting, deployment and scheduling jobs.

Strong on scripting, automation tools and techniques.

Middleware & open-source technologies -Apache, Tomcat.

Banking domain exp

Excellent Communication

Good to have Cloud/ Aws exp.

Bangalore /Pune

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.

Very strong infra engineer to administer Linux based VMs (and few Windows VMs as well).

Must have strong knowledge and hands-on on docker, Kubernetes

Must be good at monitoring (AppDynamics, Prometheus, Grafana) and logging (Splunk)

Develop automation scripts using Shell and Python. Must have good knowledge in Ansible.

Should be good at optimize/finetune server configurations.

 Should be good in troubleshoot issues and fix them.

We're looking for a versatile engineer who combines full-stack and QA skills with ServiceNow platform depth. This role owns ServiceNow integration defects and triage, contributes across the product development lifecycle (code, QA, release), and supports customers and general maintenance work outside the ServiceNow surface. Key Responsibilities

Q1 — Support / Triage / Defects • L2 triage: act as first point of contact for incoming support/escalation tickets, including ServiceNow platform and integration issues • L3 defect resolution: own defect fixes on ServiceNow ITSM/CMDB integrations — Flow Designer workflows, Scripted REST APIs, GlideRecord/server-side scripts, OAuth2-based auth — as well as general application-layer defects • Root-cause analysis: diagnose production integration incidents, including versiondrift across releases

Q2 — Product Development • PR review: review peers' code, spanning ServiceNow and general full-stack changes • QA engineering: write and maintain automated tests (Python/Playwright), validate APIs (Postman) and data (SQL), manage test cases in Qase, use AI tools to accelerate test creation and automation • Release management: maintain internal release documentation, manage Update Sets/XML exports across environments, integrate tests into CI/CD (GitHub Actions), and contribute to the release-train cadence and DORA metrics

Q3 — Customer Engineering • Customer developer support: on-call with customers to diagnose and resolve reported issues, including ServiceNow-integration-related problems • Technical maintenance: take on ad-hoc technical/maintenance work as a general full-stack developer (React/TypeScript, API-driven backend) — internal maintenance only, not customer-facing development

Required Qualifications

• 6+ years hands-on ServiceNow development: Flow Designer, Scripted REST APIs, Business Rules, server-side scripting • Working knowledge of CMDB / ITSM data model and OAuth2-based integration patterns • Experience with AI-assisted QA tooling (Claude, Codex, or similar) • Hands-on QA/test automation experience (Python, Playwright) and API/data validation (Postman, SQL) • General full-stack proficiency (React/TypeScript, API-driven backends) for maintenance-level work • Comfortable with GitHub-based CI/CD and ServiceNow CI/CD tooling • Strong debugging skills across distributed, multi-system integrations 

Technical Support Engineer: Application Maintenance

Company: Gemba ConnectExperience: 1–4 yearsOpenings: 2Location: [City / Hybrid]Type: Full-time

About the role

Gemba Connect builds and runs business applications (ERP, WMS, manufacturing and packaging) for clients across Worls . We're starting a new Maintenance Team to keep these applications reliable. In this role you will fix production issues, maintain code across several applications and review code before release.

What you'll do

• Respond to production incidents, find the root cause and ship fixes quickly

• Fix bugs and improve performance in Java/Spring Boot and React applications

• Review merge requests for code quality, security and performance

• Monitor application health and help prevent repeat issues

Required skills

• 1–4 years of hands-on development or production support experience.

• Java + Spring Boot (REST APIs, JPA/Hibernate, Spring Security/JWT): able to read and debug unfamiliar code quickly.

• JavaScript/TypeScript with React or Next.js.

• SQL (preferably MS SQL / Azure SQL): writing queries, reading execution plans, adding indexes.

• Git workflows: branching, merge requests, resolving conflicts.

• Basic Linux and command-line skills.

• Good debugging skills with logs and stack traces.

• Clear written communication, especially for incident updates and review comments.

Good to have

• Docker, Kubernetes or any cloud platform (Azure preferred)

• CI/CD tools like Jenkins or GitLab

• Monitoring tools like Grafana

Why join us

• Hands-on experience with production systems for real clients

• Work across many technologies: backend, frontend, cloud and DevOps

• A new team, so your work will shape how it's built

Mandatory Skills (Must Have)

• SQL and Database Design (5+ years in enterprise data platforms)

• Python development for automation and platform services (5+ years)

• Linux administration and Shell Scripting in production environments

• Metadata-driven systems and data management platform experience

• Technical leadership of offshore or distributed development teams Wissen Technology

• System analysis, troubleshooting, and production support expertise

• Metadata onboarding, integration, and governance processes

• Stakeholder management and delivery ownership across multiple teams

Key Responsibilities

• Lead developers supporting the Pantheon Metadata platform and related services

• Own end-to-end delivery of metadata onboarding and enhancement initiatives

• Design scalable metadata management solutions and automation capabilities

• Collaborate with architecture, infrastructure, and application teams for enterprise integration

• Participate in solution design reviews and establish development best practices

• Prioritize enhancements with business stakeholders and manage delivery commitments

• Provide production support, troubleshooting, and platform stability improvements Wissen Technology

• Drive modernization initiatives related to metadata lifecycle management

Software Engineer II to join Planview’s Keyedin team.

Planview is an enterprise software company focused on portfolio and work management, helping organizations plan, prioritize, and deliver work across strategy, teams, and technology. Its product portfolio spans project and portfolio management (PPM), enterprise agile planning, product portfolio management, and work management tools — including offerings like AdaptiveWork, Planview PPM Pro, ProjectPlace, Planview Viz, and Deliver (One2Team), plus its ProjectAdvantage (formerly Sciforma) product for project and resource management. The company serves a wide range of industries, from financial services to technology to government, helping large organizations connect strategy to execution and manage complex portfolios of projects, products, and resources.

About the Role:

You’ll work on a product that combines legacy and modern technologies, contributing across the full stack while helping shape future platform integrations, connectors, and AI-powered capabilities. You’ll also work directly on customer-facing tickets and real-world product challenges, gaining hands-on exposure to the application and its technology stack from day one.

What You’ll Work On

• Customer-facing development and product enhancements
• Platform integrations and connector development
• Cloud technologies and AI-enabled capabilities
• Maintenance and modernization of existing product functionality
• Collaboration on new technologies as the platform evolves

Must-Have Skills

• C#/.NET, MVC, VB.NET, Web API, and Dapper
• Angular, HTML, CSS, and JavaScript/TypeScript
• Unit testing using NUnit, Jasmine, and Karma
• IIS
• SQL Server, including functions, stored procedures, and scheduled jobs
• Experience with AI coding tools such as Claude, GitHub Copilot, or similar

Nice-to-Have Skills

• Integration testing
• Azure DevOps
• Power BI
• Cloud platforms such as Azure or AWS

Growth Opportunity

Over the next 1–2 years, you’ll have the opportunity to progress from handling customer-facing issues to owning complex technical problems and key product areas. You’ll build expertise across legacy and modern technologies, integrations, cloud, and AI, with a path toward leading technical initiatives, contributing to architectural and product decisions, mentoring engineers, and progressing toward a senior or technical leadership role.

Team Culture and Work Style

The Keyedin team is learning-focused, collaborative, and customer-focused. This role follows a hybrid work model with two days per week in the office and no shift work.

If this opportunity aligns with your experience and career goals, please share your updated resume and let me know a convenient time to connect.

Job Summary

We are looking for an experienced Application Support Engineer (L2) with expertise in supporting banking applications, monitoring production systems, troubleshooting incidents, and ensuring application availability and stability. The candidate should have strong SQL skills, knowledge of ITIL processes, experience with shell scripting, Grafana dashboards, Control-M job scheduling, and automation of routine support activities.

Key Responsibilities

• Provide L2 production support for critical banking applications and ensure high availability and performance.
• Monitor application health, system performance, logs, and alerts using Grafana and observability tools.
• Troubleshoot production incidents, perform root cause analysis (RCA), and implement permanent fixes.
• Write and execute SQL queries to investigate application issues, validate transactions, and perform data analysis.
• Monitor, manage, and troubleshoot batch jobs and workflows using Control-M.
• Perform log analysis and execute shell scripts for system checks, troubleshooting, and routine operational activities.
• Follow ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Automate repetitive operational tasks using shell scripting and other automation techniques.
• Collaborate with development, infrastructure, database, and business teams to resolve production issues within agreed SLAs.
• Participate in incident bridges, provide timely updates to stakeholders, and prepare incident reports.
• Support application deployments, release activities, and post-deployment validation.
• Maintain support documentation, knowledge articles, SOPs, and operational runbooks.
• Ensure compliance with banking security policies, audit requirements, and operational procedures.

Required Technical Skills

• Application Support: Hands-on experience in L2 production support, incident troubleshooting, and application monitoring.
• SQL: Strong SQL query-writing skills, joins, subqueries, data validation, and troubleshooting database-related issues.
• Observability: Knowledge of application monitoring, log analysis, metrics, alerts, and performance troubleshooting.
• Grafana: Experience monitoring dashboards, analyzing metrics, identifying anomalies, and troubleshooting alerts.
• Control-M: Experience monitoring batch jobs, handling job failures, managing dependencies, and rerunning failed jobs.
• Shell Scripting: Basic to intermediate scripting for log analysis, health checks, file processing, and task automation.
• ITIL: Understanding of Incident, Problem, Change, and Service Request Management processes.
• Automation: Ability to automate repetitive support tasks and improve operational efficiency.
• Banking Domain: Understanding of banking applications, transaction processing, batch processing, and business-critical production operations.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience supporting business-critical applications in a banking or financial services environment.
• Knowledge of Linux/Unix operating systems and application/server logs.
• Familiarity with SLA management, production support rotations, and on-call support.
• Strong analytical, troubleshooting, communication, and stakeholder-management skills.

Key Competencies

• Incident prioritization and effective problem-solving.
• Root cause analysis and preventive action implementation.
• Production stability and service improvement.
• Coordination with cross-functional technical teams.
• Ability to work in a 24/7 support environment when required.

Overall Objective: Ensure stable and reliable banking application operations by proactively monitoring systems, resolving production incidents, automating routine activities, and meeting defined service-level agreements (SLAs).

Vista Plus Development & Engineering – Production Support

We are looking for an experienced Vista Plus professional to provide production support, health monitoring, and operational governance for enterprise reporting and document archival platforms.

Key Responsibilities:

• Provide production support and health-check monitoring.
• Perform Linux administration and Shell scripting.
• Handle application installation and upgrades in Linux environments.
• Manage file systems and production issues.
• Support Incident, Change, and Problem Management in line with ITIL practices.
• Work with basic Oracle/database concepts.
• Maintain documentation and operational governance.

Required Skills:

• Vista Plus Development & Engineering
• Shell Scripting
• Linux
• File System Management
• ITIL
• Oracle/Database concepts
• Production Support

Preferred: Application migration, automation/scripting, audit & compliance, and enterprise reporting/document archival experience.

Contract: 12 months | C2H | Hybrid

L2 Production Support, Event Management, Incident Management, ServiceNow, and monitoring tools such as Splunk, AppDynamics, and ThousandEyes for application monitoring, troubleshooting, and issue resolution.