Application Support Engineer

Production And Pilot Environment Support

The position provides traditional dev and ops team assistance as well as application support in various environments including production, pilot, and UAT by debugging error logs, research of application issues, maintaining system availability, assisting with data processing, and environment configuration. Would take ownership of production and pilot environment ensuring application availability and stability by coordinating on issues/requests with business stakeholders, development teams, and support teams in a timely manner.

What you’ll do:

• Support and assist enterprise end-users with production issues, inquiries, and requests raised through incident management system to provide IMS traditional applications with production/UAT support.
• Troubleshoot environment availability, analyze issues, and work with the IT team and business users for a timely resolution. Production issue triage by severity.
• Provide severity and scope analysis of issues, inquiries, and requests. Maintain ownership until resolution of technical issue and provide a concrete explanation of resolutions to issues.
• Ownership of production environment for the purpose of ensuring product availability and stability.
• Evaluate and design production support procedures, policies, documentation and provide feedback.
• Participates in the application of system patches, security patches and third-party updates to maintain systems at a high level of performance, availability and security.
• Troubleshoot application/OS support related issues for end users. Installs, configures, troubleshoot, monitor and maintain software.
• Maintain a consistent, high-quality, customer-focused orientation when providing services to various stakeholders.

What you bring to the table:

• Strong windows server management and troubleshooting skills.
• Strong web server (IIS) management, deployment, and troubleshooting skills.
• Experience in managing CICD pipelines, and using TeamCity and Octopus for build deployments.
• Working knowledge of writing and executing SQL queries.
• Experience in data warehousing and relational database technologies.
• Strong analytical skills, ability to understand complex workflows and business logic.
• Ability to establish and maintain effective working relationships.
• Ability to learn new technologies and apply them to project work.
• An energetic, self-starter who can work as part of a team with limited supervision.
• Experience interacting with end-users, support teams, and development team.
• Good working knowledge of ServiceNow, Jira, Git.
• Working knowledge of FTP, Telnet, Ping, DNS, DHCP, WINS, SNMP, and LDAP.
• Understands utilizing infrastructure monitoring tools and memory/performance analysis tools.
• Working knowledge of Active Directory and IT systems architecture patterns (e.g. tiers of an IT system, Services Oriented Architecture, database architecture, etc.).