IC3 - Application Support Engineer

Job Family: Technology > Sub-Family: Platform Engineering 

Reports to (role): Application Support Lead

 Purpose of this position 

As an IC3 Application Support Engineer, you will be responsible for providing expert-level technical support for our critical applications. You will work closely with Engineering and platform teams, business users, product teams, business, and vendors to ensure timely and effective resolution of the most complex application issues. Your extensive technical expertise and experience will be instrumental in maintaining the stability and performance of our applications, supporting our business objectives. 

Main Responsibilities 

1. Expert Incident Resolution: Provide timely resolution of the most complex application issues (N3). 
2. Problem Management: Identify and resolve recurring problems to prevent future incidents. 
3. Knowledge Base Management: Maintain and update a comprehensive knowledge base of advanced troubleshooting procedures and solutions. 
4. Service Level Agreement (SLA) Management: Ensure adherence to SLAs for application support services and optimize SLAs through process improvement. 
5. Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance support services. 
6. Reporting: Prepare and analyze reports on support metrics and trends to identify areas for improvement. 
7. Collaboration: Work closely with IT and business teams to receive knowledge transfer and support new features and products. 
8. User Support: Provide expert technical support and training to end-users to ensure effective use of applications. 
9. System Monitoring: Monitor application performance and system health to proactively identify and address potential issues. 
10. Documentation: Create and maintain detailed documentation of support processes, procedures, and incident resolutions. 
11. Collaborate in generate the root cause analysis for major incident 
12. Autonomous Work Culture: Actively create an autonomous work culture and collaborate in an agile and lean environment. 
13. Vendor Coordination: Coordinate with third-party vendors for issue resolution and application updates. 
14. Project Leadership: Lead application-related projects, including system upgrades, migrations, and new implementations. 
15. Security Compliance: Ensure applications comply with security policies and standards. 
16. Mentorship: Mentor junior and mid-level application support engineers and provide guidance for their professional development. 
17. Advanced Troubleshooting: Utilize advanced troubleshooting techniques to diagnose and resolve complex technical issues. 
18. Performance Optimization: Identify and implement performance optimization strategies for applications. 
19. Spin Culture Ambassador: Ensure spin values are lived and applied in every action you take. 

Required Knowledge and Experience  

1. Bachelor's degree in computer science, Information Technology, or a related field. 
2. 5+ years of experience in application support or a related field. 
3. Advanced knowledge of application infrastructure and technologies. 
4. Advanced experience in supporting AWS cloud applications. 
5. Knowledge of Java programming language and Spring Core framework. 
6. AWS certification. 
7. Knowledge of Java programming language and Spring Core framework. 
8. Advance experience in AWS Lambdas. 
9. Excellent communication and interpersonal skills. 
10. Certifications in IT Operations frameworks (ITIL, Cobit) are a plus. 
11. English Proficiency: Intermediate to advance level. 

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