Senior Application Support Engineer

Role overview

Production support and service management

• Monitor availability, performance, response time, transaction success, failures, and overall service health.
• Handle incident, major incident, problem, and change management using ITIL processes.
• Troubleshoot issues across applications, APIs, middleware, databases, cloud infrastructure, and dependent systems.
• Perform root cause analysis and follow up on corrective and preventive actions.

Coordination and service reporting

• Coordinate resolution with development, infrastructure, database, network, cloud, security, DevOps, and vendor teams.
• Analyze complaints, customer feedback, and app-store reviews; identify recurring issues and drive permanent resolution.
• Track application SLAs, KPIs, operational health, incident trends, and service performance; prepare dashboards and reports.
• Identify availability, performance, capacity, and operational risks and recommend mitigation.

Releases and operational readiness

• Use monitoring and observability tools, including AppDynamics, Dynatrace, Splunk, Grafana, or similar tools.
• Support deployments, releases, change validation, smoke testing, and post-release monitoring.
• Support Apple App Store Connect and Google Play Console activities, including releases, version tracking, app health, crashes, ratings, and reviews.
• Support applications on Azure and AWS, capacity planning, high-traffic events, disaster recovery, business continuity, and DR testing.

Documentation and team support

• Maintain operational documentation, troubleshooting guides, support procedures, known-error records, and knowledge articles.
• Identify automation and digital transformation opportunities to reduce manual work and improve monitoring and incident investigation.
• Communicate with business and technical stakeholders during incidents and changes; mentor junior support resources during complex incidents.

Required skills and experience

• Strong application or production support experience, preferably for customer-facing mobile and web applications.
• Strong understanding of ITIL incident, problem, change, and major incident management.
• Troubleshooting experience across application, API, integration, database, and infrastructure issues.
• Experience with AppDynamics, Dynatrace, Splunk, Grafana, ELK, or equivalent monitoring tools.
• Working knowledge of Azure and/or AWS; understanding of APIs, web services, databases, and modern application architectures.
• Experience supporting Android and iOS applications; app-store console knowledge is preferred.
• Understanding of SLA/KPI monitoring and reporting; strong stakeholder communication and escalation handling.
• Scripting or automation experience is advantageous.