Application Support Engineer

Job Description

Job Title: Application Support Engineer

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Location: Newark, NJ – Hybrid (3 days onsite per week)

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Duration: 12 months (contract to Perm Hire)

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About Role:

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We are seeking an experienced Application Support Engineer to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.

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Key Responsibilities:

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Incident Management and Resolution:

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• Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates.
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• Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions.
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• Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs).
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• Coordinate resolution and follow ups with dependencies outside immediate team.
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• Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base Team Leadership and Coordination.
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• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing.
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• Foster a strong ownership mindset within the team, ensuring accountability for system health and stability.
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Monitoring and Alerting:

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• Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues.
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• Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams Process and Documentation.
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• Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures.
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• Establish best practices for incident response, including communication templates and decision frameworks.
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Stakeholder Communication:

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• Serve as the primary point of contact for production issues affecting client experiences
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• Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
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Continuous Improvement:

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• Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.
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• Drive initiatives to enhance system reliability, scalability, and performance.
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Qualifications and Skills:

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• Proven experience in a production support leadership role for client facing applications.
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• Strong understanding of incident management frameworks.
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• Proficiency in troubleshooting application, database, and infrastructure issues.
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• Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc.
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• Familiarity with incident management platforms such as ServiceNow.
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• Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders
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• Excellent problem solving skills and a calm, solution-focused approach under pressure.
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• Experience working in AWS
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• Familiarity with CI/CD pipelines and release management processes
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Preferred:

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• Background in software development or scripting for automation.
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• Previous experience in the financial services industry Success Metrics
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• MTTA: Mean time to acknowledge
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• MTTR: Mean time to resolve
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• Stakeholder satisfaction with incident communication
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• Knowledge base usage rate and coverage
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• Number of issues handed over to L1/L2, EMKT teams
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• Measure # of system identified vs user reported alerts and trends over time
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• Enhancements and alerts requested
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• Minimize # of user reported incidents
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• Measure incidents resolved with L1/L2 without app support team
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• Reduction in resolution times due to documented processes
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