Senior Application Support Engineer

At 3Pillar, we are dedicated to providing exceptional support for cutting-edge technologies that are reshaping various industries. As a Senior Application Support Engineer, you will be an integral part of our dynamic team, contributing to significant projects that are transforming urban living, establishing new media channels for enterprise companies, and driving innovation in healthcare. This role offers more than just technical support - it's an opportunity to create innovative solutions that make a lasting impact in the market. If you are fueled by a passion for problem-solving and possess technical expertise that can drive real-world change, then this role opens the door to the exciting realm of Application Support! Your responsibilities will include running L1 support for credit card applications, covering authorization, settlement, rewards, billing, and dispute modules. You will take the lead in managing incident responses and conducting root cause analyses for critical issues affecting card transaction flows. Monitoring batch processing, settlement jobs, and ensuring timely completion of End of Day processes will also be part of your role. Collaborating with vendors to resolve integration and platform issues, maintaining SLAs for L1 Tickets, and managing escalations for high-priority incidents are essential tasks that you will undertake. Furthermore, your role will involve driving improvements in monitoring, alerting, and observability by utilizing tools such as Splunk, AppDynamics, Grafana, or similar platforms. Coordinating system upgrades, hotfixes, and patch deployments across different environments will be crucial to ensuring operational efficiency. You will be responsible for maintaining knowledge bases, runbooks, and documentation for recurring issues and operational procedures. Working closely with internal incident teams, third-party development teams, QA, and infrastructure teams to facilitate seamless releases, change management, and resolution of production issues will also be part of your responsibilities. Additionally, you will play a key role in training and mentoring support analysts to facilitate knowledge transfer within the team. To qualify for this role, you should hold a Bachelor's degree in Computer Science, Information Technology, or a related field. A certification in ITIL v3/v4 would be preferred. Strong problem-solving and analytical skills are essential, along with a proven track record of handling complex technical issues. Excellent communication and interpersonal skills are also required, along with experience in supporting enterprise applications and an understanding of application development processes. If you are ready to take on this exciting opportunity and make a meaningful impact, we encourage you to apply for this position.,