Senior Application Support Engineer[hybrid]

Top Skills/Experience:

• Strong background in software engineering, system administration, networking, and cloud technologies
• Excellent communication skills, able to translate technical concepts to business users
• Strong problem-solving ability, especially in complex issues
• Java experience is a plus, but developer experience is NOT required (just a solid understanding of code)
• Proven experience in incident management; this is a top-tier support role

Nice to Have:

• Familiarity with DevOps tools and practices
• Experience as a Scrum Master

Role Overview:
As a Senior Application Support Engineer, you will ensure the stability, efficiency, and availability of complex systems. You'll focus on incident management, drive operational success, and work with DevOps tools to deploy and run software. This role involves mentoring peers, collaborating across teams, and continuously improving processes to enhance customer experiences.

Key Responsibilities:

• Manage incidents and system performance, ensuring operational stability
• Collaborate with teams to resolve issues within SLAs
• Develop functional specifications, manage enhancements, and lead projects independently
• Provide 24/7 support as required

Interview Process:
Three rounds:

1. HireVue test from the client after shortlisting
2. First-round interview with the Hiring Manager
3. Panel interview

*Have the confidence to challenge the developers on Agile best practices and definitions of done during refinement sessions and QA testing
*Have good time management skills - be able to transition between various support issues, testing and scrum master duties if necessary
*Familiarity with the Agile process
*Experience as a Scrum master
*Define requirements and manage waterfall/agile frameworks to facilitate complex business needs in accordance with software development life cycle (SDLC) guidelines.
*Independently execute large projects and lead other analysts in completing projects.
*Break down complex business and technology terms to aid in collaborative problem solving.
*Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.
*Excellent written and oral communication, collaboration and presentation skills to effectively communicate information to all levels within the organization
*Proven ability to understand strategic business requirements and translate them into strategic technology solutions for use across multiple lines of business
*Demonstrated experience with industry best practices and an understanding of different technologies
*Strong ability to make difficult/quick decisions demonstrating critical/innovative thinking
*Ability to effectively interact with and influence a diverse group of associates
*Ability to effectively partner with all levels of the organization
*Strong organizational, analytical and problem-solving skills

Key Responsibilities

*Partner with the appropriate teams to expedite issue resolution and manage to SLAs.
*Support and maintain infrastructure and applications utilizing required tools and technologies.
*Test infrastructure and application changes.
*Establish priorities for enhancements/modifications.
*Develop functional specifications for enhancements/modifications.
*Participate in the application technical design process.
*Develop functional specifications for enhancements/modifications of application.
*Develop programming specifications. May design, code and unit test application code using SDLC best practices for application services functions.
*Complete estimates and work plans as appropriate for design, development, implementation and rollout tasks.
*Monitor systems and management consoles and tools for service interruptions or delays.
*Monitor system performance.
*Address and resolve all infrastructure system failures.
*Execute, log and report break/fixes changes, service requests and support activities.
*Follow documented processes and procedures to ensure infrastructure systems stability.
*Maintain operational procedures, processes and scripts.
Champion company standards and best practices. Work to continuously improve software delivery processes and practices.
Build partnerships across the application, business and infrastructure teams.
Support and maintain applications utilizing required tools and technologies. Provide support for applications, including involvement with the appropriate teams. Provide off-hours support (24 x 7) as required.
Establish priorities for enhancements/modifications of application.
Develop programming specifications. May design, code and unit test application code using SDLC best practices for application services functions.
Complete estimates and work plans independently as appropriate for design, development, implementation and rollout tasks.