Arbor Academy

Application Production Support Engineer

Overview
Training Features

Course Overview

The APSE course is a practical, job-oriented training program designed to prepare students for real-time IT support roles in production environments. Focused on Linux, SQL, ITSM ticketing tools, shift-based work culture, and incident handling, this course is ideal for fresh graduates or professionals aiming to enter the IT industry via support and monitoring roles.

Description

The APSE course simulates the real environment of a production support team within IT organizations. Learners are trained on how to monitor applications, log issues, work with support tickets, analyze root causes, and coordinate with developers or infra teams for issue resolution. You’ll also learn how to handle incident documentation, email communication, and SOP (Standard Operating Procedures).

Linux sessions cover file navigation, permissions, process monitoring, and log reading. SQL training focuses on retrieving data, checking status updates, and writing basic scripts. Ticketing practice is conducted using ServiceNow-like environments, helping learners adapt to ITIL-based incident workflows. This course builds not just technical skills, but also discipline for shift-based operations, response-time protocols, and collaboration under pressure.

Course Objectives

After completing this course, learners will be able to:
Work on Linux CLI to check app logs, disk status, process IDs, and file configs.
Write basic SQL queries for support-level data extraction and validation.
Use ServiceNow/Jira/BMC tools to manage and resolve tickets.
Understand incident priority levels (P1, P2, P3) and handle escalation paths.
Document incidents and prepare RCA reports in professional format.
Follow handover protocols, shift schedules, and monitoring best practices.
Communicate effectively with cross-functional teams in pressure scenarios.
Crack APSE job interviews with role-based project explanations.

Prerequisites

- Basic computer familiarity.
- Willingness to work in night shifts or rotational shifts.
- No coding background required.

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Course Curriculum

Introduction to Programming Languages
Knowledge of SQL
Introduction to PL/SQL
The Advantages of PL/SQL
PL/SQL Architecture
PL/SQL Data types
Variables and Constants
Using Built-in Functions
Conditional and Unconditional Statements
Simple if, if... else, nested if... else, if... else Ladder
Selection Case, Simple Case, GOTO Label, and EXIT
Iterations in PL/SQL
Simple LOOP, WHILELOOP, FORLOOP, AND
NESTED LOOPS
SQL within PL/SQL
Record and PL/SQL Table Types
Deployment
Monitoring
Ticketing

SDLC
- Phases: Requirement, Design, Development, Testing, Deployment, Maintenance.
- Models: Waterfall, Agile, V-Model, and Spiral.
- Purpose: Structured process to build high-quality software
- Roles – BA, Developer, Tester, PM, End Users
ITIL
- Definition: ITIL is a framework for IT Service Management (ITSM).
- Lifecycle Stages: Strategy, Design, Transition, Operation, and Continual Improvement.
- Objectives: Deliver quality IT services aligned with business needs.
- Benefits: Enhances service efficiency, reduces risks, and improves customer satisfaction.
Operating Systems
- Linux/Unix command line
- Windows Server basics
- Shell scripting (Bash, PowerShell)
Programming & Scripting
- Python (for automation and scripting)
- Bash/Shell scripting
- Possibly some Java or Node.js for debugging purposes
CI/CD and DevOps Tools
- Jenkins, GitLab CI, GitHub Actions
- Docker basics
- Kubernetes (optional but valuable)
- Version control (Git)