Senior Technology Support Engineer - Production and Application Support

Technology Support III- Production/Application Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

 

 

As a Technology Support III team member in Infrastructure Platforms team,  you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Monitor application health and performance using Dynatrace, Splunk, Grafana, and Apica; set up dashboards, alerts, synthetic tests, and SLOs.
• Perform root cause analysis, create post-incident reviews, and implement preventive measures and runbooks.
• Partner with engineering teams on releases, capacity planning, and performance tuning; validate changes in lower environments before production rollouts.
• Participate in on-call rotations and support after-hours incidents, ensuring robust communication and escalation.
• Maintain documentation (runbooks, SOPs), and contribute to continuous improvement of support processes and tooling.
  Required qualifications, capabilities, and skills

 

Required qualifications, capabilities, and skills

• Formal training or certification on Technology Support concepts and 3+ years applied experience 
• Hands on experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• ServiceNow experience (required)
• Hands-on with observability and monitoring tools and techniques (Graffana, Splunk, Apica)

 

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• ServiceNow CSA certification (preferred)
• Willing to work weekend shifts and work early IST shifts starting at 4:30 AM on a rotational basis

Experience Level

Senior Level