Application Support Engineer

Responsibilities

• Provide L2/L3 technical support for production applications.
• Monitor system health, respond to alerts, diagnose incidents and drive timely resolution to minimize downtime and service disruptions.
• Investigate, and resolve complex technical issues, ensuring timely resolution in line with Service Level Agreements (SLAs).
• Support policies, internal controls and procedures designed to create value and minimize risk.
• Perform regular health checks and proactive monitoring of CSP applications their underlying AWS infrastructure components.
• Aid in performing shakeouts for applications patches, upgrades, and new releases, ensuring minimal disruption to business operations.
• Investigate data discrepancies within CSP applications and databases, working to correct issues and prevent its recurrence.
• Support data extraction and manipulation for reporting, analysis, and audit purposes using advanced SQL queries across various database platforms.
• Contribute to special projects and team objectives, championing continuous improvement initiatives.
• Develop and update knowledge base articles to empower end-users and improve first time resolution rates.
• Contribute to runbook and operational guides for supported applications.
• Participate in a rotating on-call schedule to provide after-hour support for critical application issues as required.
• Respond promptly to alerts and incidents, troubleshooting and resolving problems to minimize business impact.
• Escalate issues to senior team members or development teams as required.
• Document all on-call activities and resolution clearly.
• Perform real-time incident coordination, root cause analysis, drive follow-ups (post-mortems, action items) to prevent recurrence.

Qualifications

• Bachelor’s degree in Computer Science, MIS or related technical field required.
• Minimum 3 years of experience in an application support or similar technical role, preferably within the financial services industry with demonstratable experience supporting applications hosted on cloud platforms.
• 2+ years of experience with ITSM Tools such as ServiceNow, Remedy or other ticketing tools.
• 2+ years of experience supporting application built on Java (Tomcat, JBoss) or .Net Stack.
• 2+ years of experience with on-call support on a rotation basis providing 24x7 support.
• 2+ years of SQL experience with an emphasis on building queries, joining tables and running/creating stored procedures.
• Able to be authorized to work in the US without requiring employer sponsorship currently or in the future.