Application Support Engineer

As an Application Support Engineer (SRE) at Encora, your role is to lead efforts and ensure the reliability, availability, and performance of applications and platforms.

• As an application support engineer, the role will include both oversight for production operations of systems, as well as incident management, root cause analysis, and implementing preventative measures.
• You will collaborate with development teams to enhance application performance and reliability.
• For our clients, youll work with a global team responsible for end-customer-facing, business-critical applications.
• You will partner with Infrastructure, Platform Engineering, and Development teams to identify issues and improve system reliability.

Role & responsibilities

• Coaching and mentoring fellow team members
• Work with a global team to provide 24/7 support for production applications running on AWS and Mulesoft
• Use Splunk and other observability tools to monitor and troubleshoot application issues
• Capture metrics and create dashboards using Splunk and other tools
• Perform incident management, root cause analysis, and implement preventative measures
• Work with team members and clients to investigate and escalate incidents
• Responding proactively to indications of issues or complaints by customers
• Applying industry best practices throughout our processes
• Be on a rotation for on-call support that is planned and defined

Preferred candidate profile

• 2-5 years of successful IT services experience in Tier 2 or Tier 3 product support of one of the following roles: business/systems analysis, technology/development, data/reporting, project management
• Possess the ability to analyze logs and code to fix Tier 2 support issues
• Experience as a Support Engineer or Site Reliability Engineer (SRE), preferably with a focus on applications instead of platforms
• Superb written and oral communication skills
• Extensive experience with observability and monitoring, especially with Open Telemetry, Splunk, AppDynamics, and Datadog
• Experience with AWS and/or Kubernetes
• Background in DevOps practices
• Scripting experience with Python
• Experience with L1 and L2 support, incident management, ITIL, and writing documentation
• Experience with disaster recovery, business continuity planning, creating ServiceNow dashboards, Linux, and shell scripting
• Possess a Can Do attitude, with a view to moving the business forward.
• Self-Driven and autonomous, able to communicate internally and externally across Lilly IT.
• Demonstrated skill and passion for operational excellence and solution delivery.
• Experience in applying compliance requirements, industry best practices, and external knowledge

Preferred Qualifications

• A bachelors or masters degree in computer science, Engineering, or a related technical field
• Consulting experience
• Deep background working in Agile methodology
• Proven ability to assist in leading small to medium-sized teams
• ITIL Foundation certification
• AWS, Azure, or GCP certifications
• Experience with MuleSoft, Postman or similar for making API calls and testing
• Functional understanding of networking concepts, especially in AWS/Kubernetes/OpenShift environment