Application Support Engineer

Application Support Manager will lead a high-performing 24/7 production support team responsible for ensuring the reliability, availability, performance, and operational excellence of mission-critical, customer-facing systems. This leader will manage people, processes, on-call operations, incident response, root-cause analysis, and service delivery in a global environment.

This role requires a hands-on, detail-oriented manager with a strong technical foundation, proven experience running production systems at scale, and the ability to develop talent while maintaining a culture of ownership, accountability, and continuous improvement.

Essential Duties

Team & Technical Leadership:

• Lead, mentor, and develop Application Support responsible for 24/7 operations and on-call support.
• Manage shift schedules, rotations, and weekend/Sunday maintenance windows to ensure full operational coverage.
• Ensure accurate, compliant scheduling and time sheet management across all regions.
• Build a culture focused on reliability, customer impact, and operational excellence.
• Drive continuous learning and career development through coaching, feedback, and technical upskilling.
• Fosters a collaborative and accountable team environment focused on performance and professional growth.
• Supports technical delivery by participating in solution design and implementation.

Operational Reliability & Incident Management

• Oversee production reliability for critical 3DS and payment authentication systems.
• Manage and improve incident response processes, ensuring rapid detection, escalation, communication, and resolution.
• Conduct post-incident reviews (PIRs/RCAs) and implement sustainable corrective actions.
• Ensure systems meet or exceed SLAs for uptime, performance, and response time.
• Partner with Engineering to improve observability, monitoring, and alerting systems.

Service Delivery & Process Ownership

• Own SRE processes including on-call management, incident lifecycle, change management, and service readiness.
• Establish and track KPIs such as MTTR, MTBF, SLA/SLO compliance, and ticket backlog health.
• Collaborate with cross-functional teams (Dev, QA, Product, Security, Support) to ensure smooth releases and operational preparedness.
• Lead capacity planning, scaling strategies, and performance tuning initiatives.

Security, Compliance & Risk Management

• Maintain operational processes aligned with security and regulatory requirements, including enhanced background checks if required.
• Ensure proper access controls, audit compliance, and adherence to industry best practices.
• Manage operational risk and drive preventive measures to reduce incident frequency and impact.

Technical Execution

• Guide the team in troubleshooting complex production issues across application, database, network, and infrastructure layers.
• Promote automation to eliminate manual work, improve reliability, and accelerate operational tasks.
• Partner with engineering teams to enhance system architecture for high availability, scalability, and resiliency.

Desired Requirements

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT, with at least 23 years focused on cloud-based application support or DevOps.

Technical Skills:

• Proficiency in SaaS applications hosted in on-premise data center environments
• Experience with Ansible and automation pipelines.
• Familiarity with CI/CD pipelines and scripting languages (e.g., Python, PowerShell, Bash).
• Strong understanding of monitoring tools (e.g., Grafana, Prometheus, Elastic Stack).
• Proficient in troubleshooting and root cause analysis in high-throughput environments.
• Experienced in Linux (system performance, networking, services, and log analysis)

Experience with SQL, including performance tuning.