Senior Application Support Engineer

Role overview

Application support and service health

• Provide end-to-end production application support for digital mobile and web applications.
• Monitor availability, performance, response time, transaction success rates, failures, and overall service health.
• Handle Incident, Major Incident, Problem, and Change Management activities in accordance with ITIL processes.
• Troubleshoot production issues across applications, APIs, middleware, databases, cloud infrastructure, and dependent systems.
• Perform root cause analysis for major and recurring incidents and follow up on corrective and preventative actions.
• Coordinate with development, infrastructure, database, network, cloud, security, DevOps, and vendor teams to resolve issues.

Customer issues and operational reporting

• Analyze customer complaints, feedback, and App Store reviews to identify common application issues and drive permanent resolution.
• Identify availability, performance, capacity, and operational risks and recommend mitigation actions.
• Track and report application SLAs, KPIs, and operational health indicators; prepare dashboards, incident reports, trend analysis, and service-performance reports.
• Use monitoring and observability tools such as AppDynamics, Dynatrace, Splunk, Grafana, or similar tools for proactive monitoring and troubleshooting.

Releases and continuity

• Support application deployments, production 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 customer reviews.
• Support applications hosted in Microsoft Azure and AWS cloud environments.
• Participate in capacity planning, performance analysis, and preparation for high-traffic business events.
• Support Disaster Recovery and Business Continuity activities, including DR testing and production readiness.

Documentation and team support

• Maintain operational documentation, troubleshooting guides, support procedures, known-error documentation, and knowledge articles.
• Identify opportunities for automation and digital transformation to reduce manual work and improve monitoring and incident investigation.
• Communicate with business and technical stakeholders during incidents, changes, and service degradation.
• Mentor junior application support resources and provide technical guidance during complex production incidents.

Required skills and experience

• Strong application or production support experience, preferably supporting customer-facing mobile and web applications.
• Strong understanding of ITIL processes, including Incident, Problem, Change, and Major Incident Management.
• Strong troubleshooting and analytical skills; experience investigating application, API, integration, database, and infrastructure issues.
• Experience with monitoring tools such as AppDynamics, Dynatrace, Splunk, Grafana, ELK, or equivalent.
• Working knowledge of Azure and/or AWS environments; understanding of APIs, web services, databases, and modern application architectures.
• Experience supporting mobile applications on Android and iOS.
• Good understanding of SLA/KPI monitoring and operational reporting.
• Strong stakeholder communication and escalation-handling skills; ability to work effectively during critical incidents.
• Knowledge of Google Play Console and Apple App Store Connect is preferred; operational automation experience using scripting or automation tools is advantageous.