Application Support Engineer Senior

Job Description

We are looking for an experienced Application Support Engineer to ensure the stability, performance, and continuous improvement of critical business applications and services. This role combines technical production support, functional application support, release management, and continuous service improvement, acting as a key link between business users, development teams, and infrastructure teams.

The successful candidate will play a crucial role in maintaining application availability, monitoring system performance, resolving incidents, managing releases, and driving automation initiatives to enhance service quality and user experience.

Key Responsibilities

Application Production Support

• Ensure the availability, stability, and operational maintenance of business-critical applications.
• Provide both technical and functional support to business users.
• Monitor application health, performance, and functionality across production environments.
• Ensure the proper execution of application workflows, batch processes, file transfers, and related services.
• Manage incidents, troubleshoot root causes, and restore services within agreed SLAs.
• Identify recurring issues and implement preventive measures to improve service reliability.

Monitoring & Continuous Improvement

• Implement and maintain monitoring solutions for application and infrastructure components.
• Analyze production metrics, logs, and operational data to proactively identify risks and opportunities for improvement.
• Develop automation scripts and operational tools to optimize repetitive tasks and increase efficiency.
• Continuously improve operational processes and user experience through monitoring and analytics.

Release & Change Management

• Coordinate and oversee application releases within the designated scope.
• Support deployment activities, ensuring minimal impact on business operations.
• Collaborate with development and infrastructure teams during release planning and implementation.
• Manage functional change requests and validate successful implementation.

Documentation & Knowledge Management

• Create, maintain, and enhance application documentation and operational procedures.
• Share knowledge within the team and contribute to continuous learning initiatives.
• Provide training and support to team members when required.

Business & Stakeholder Support

• Understand business processes, workflows, and operational requirements.
• Act as a trusted IT partner for business stakeholders.
• Communicate effectively with users, project teams, and other support teams regarding incidents, requests, and ongoing activities.
• Contribute to audit, compliance, and remediation activities when required.

Main Tasks

• Support business users in resolving application-related issues.
• Monitor daily production activity and ensure platform stability.
• Handle incidents, service requests, and operational tasks received through ticketing systems, email, or direct communication.
• Participate in production releases and deployment activities.
• Perform root cause analysis and identify long-term solutions.
• Document incidents, procedures, and operational knowledge.
• Collaborate with team members to ensure adequate service coverage.
• Participate in a rotating support schedule, including weekends and public holidays when required.

Qualifications

• 11+ years of experience in Application Support, Production Support, or IT Operations environments.
• Strong Oracle SQL knowledge.
• Experience supporting applications in Linux and Windows environments.
• Solid scripting skills (Shell, Python, PowerShell, or similar).
• Good understanding of networking fundamentals.
• Experience with production monitoring and incident management.
• Strong troubleshooting and problem-solving skills.

Nice to Have

• Unix administration knowledge.
• ITIL Foundation or practical ITIL experience.
• Ansible.
• DevOps practices and automation tools.
• Experience working in enterprise-scale production environments.

Additional Information