Application Support Engineer

• Application Deployments

  : Plan and execute application and related database deployments following established processes with adherence to Corporate Change Management standards.
• Incident Management: Participate in the

  troubleshooting

  , and resolution of application issues in real time with timely communication to affected parties. Ensure that incidents are logged, tracked, and escalated as necessary.
• Root Cause Analysis (RCA): Contribute to post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams.
• Monitoring & Alerting: Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production applications.
• System Stability & Performance: Work closely with the development, infrastructure, and operations teams to ensure the stability and scalability of production applications. Recommend and implement improvements to increase system reliability. Support defined SLAs based on severity and work with DevOps and Engineering to meet those SLAs.
• Continuous Improvement: Engage in continuous improvement efforts by identifying gaps in application operations processes and implementing best practices. Optimize incident application restoration times and overall performance.
• Collaboration with Stakeholders: Engage with application stakeholders, product owners, and other cross-functional teams to ensure effective communication and resolution of issues.
• Knowledge Management: Maintain and update documentation for application support procedures, system configurations, and incident management. Create knowledge-based articles and ensure the team is well-trained on new systems and procedures.
• On-Call Rotation: Participate in on-call rotation for critical incidents, ensuring that production applications are supported 24/7/365.

Job Qualifications:

• Proven experience in Application support
• Bachelor’s degree in computer science, Information Technology, or a related field.
• 4+ years of experience in production support, system administration, or related technical roles with a focus on cloud-based systems management (

  GCP

  )
• Knowledge of incident management, system monitoring, and troubleshooting methodologies.
• Experience with Incident Management tools is required
• Understanding of production systems, system architectures, and distributed systems.
• Hands-on experience with monitoring tools.
• Proficiency in Windows/Linux/Unix environments and system administration.
• Hands-on experience with Apache and IIS for application support.
• Ability to query SQL databases for application troubleshooting, reporting and deployments.
• Awareness of scripting languages

  (e.g., Python, Shell)

  for automation and troubleshooting.
• Solid communication and interpersonal skills to engage with stakeholders.
• Ability to work under pressure and manage incidents in a fast-paced production environment.
• Desirable:

  CI/CD pipelines and tools (e.g., Jenkins, GitHub)

  .
• Desirable technologies: JIRA, Confluence, Pager Duty, Uptrends, Teams, O365