IC4 - Sr Application Support Engineer

Job Family: Technology > Sub-family: Platform Engineering 

Reports to (role): M1 - Application Support Lead

Objective of the Role 

As a IC4 - Senior Application Support Engineer, you will be responsible for providing expert-level technical support for our critical applications. You will work closely with Engineering, Platform teams, business users, product & business teams, 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. You act as technical expert for the team and provide guidance to entry developers. 

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. Root Cause Analysis: Conduct root cause analysis for major incidents and implement corrective actions. 
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. Strategic Planning: Contribute to strategic planning and decision-making processes to align application support with business goals. 
18. Innovation: Drive innovation in application support practices and technologies to improve service delivery and efficiency. 
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. Knowledge of Java programming language and Spring Core framework. 
5. Advanced experience in supporting AWS cloud applications. 
6. Advance experience in AWS Lambdas. 
7. Strong problem-solving and troubleshooting skills. 
8. Excellent communication and interpersonal skills. 
9. Ability to work under pressure. 
10. Certifications in IT Operations frameworks (ITIL, Cobit) are a plus. 
11. English Proficiency: Advanced level. 

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