Application Support – Service Engineer

Overview

As an Application Support Engineer, you ensure the stability, availability, and performance of critical business applications. You monitor, investigate incidents, and collaborate with engineering teams to improve reliability and resilience. You leverage observability tools to proactively identify issues and minimize service disruption. You work within ITIL-aligned processes, driving improvements and maintaining strong stakeholder relationships.

Responsibilities

• Monitor and maintain critical technology infrastructure to minimize operational disruption
• Provide advanced technical support for a defined client group within service management
• Develop and enhance the support model and service offering for customers and stakeholders
• Execute preventative maintenance and use monitoring metrics to ensure optimal performance
• Maintain a knowledge base with documented resolved cases for future reference
• Analyze logs and error messages to identify root causes and implement resolutions
• Implement automation, monitoring enhancements, capacity management, and resilience strategies
• Identify and remediate risks and issues; escalate through proper processes
• Tune monitoring tools and alerts to ensure timely issue detection
• Collaborate with cross-functional teams and manage stakeholder expectations
• Lead or contribute to continuous improvement in service delivery and operations

Key requirements

• Strong AWS knowledge from an application support and operational perspective
• Experience with MS SQL including query analysis and troubleshooting
• Strong Unix/Linux administration and troubleshooting in production environments
• Experience supporting APIs and understanding application integration concepts
• Exposure to CI/CD processes and tools such as GitLab pipelines
• Experience using monitoring/observability tools like Kibana and AppDynamics
• Knowledge of ITIL processes and risk/controls frameworks

• Effective communication with stakeholders
• Cross-functional collaboration
• Problem-solving and analytical thinking
• AWS (cloud-based applications and services)
• MS SQL query analysis and troubleshooting
• Unix/Linux administration

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