Role: Senior Application Support Engineer / Application Support Analyst (CGEMJP00363294)
Duration: 12 Months
Location: Remote
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Job Description:
Job Description:
Application: InspectionWorks Archive (IWA)
ServiceNow Application: aviation-rhythm-enterprise-archive
Support Level: Tier 2 / Tier 3
Environment: Manufacturing / Shop-Floor Applications, On-Premises & Cloud
Working Hours: Approximately 8:00 AM – 4:00 PM Eastern Time
Role Overview:
We are seeking an experienced Application Support Engineer to provide end-to-end operational and technical support for the InspectionWorks Archive (IWA) application and its associated manufacturing inspection ecosystem.
The role will support a business-critical application operating across a hybrid technology environment, including Windows-based on-premises application servers, database servers, manufacturing shop-floor workstations, data pipelines, integrated desktop applications, and cloud-hosted services.
The ideal candidate will have strong experience in L2/L3 application support, Windows environments, application and infrastructure troubleshooting, data integration, database support, production deployments, monitoring, incident/problem management, and operational documentation. The individual should be comfortable independently owning production support activities and coordinating with application owners, infrastructure teams, database teams, cybersecurity teams, and external vendors.
Key Responsibilities:
Application Support & Maintenance
- Provide Tier 2/Tier 3 production support for Inspection Works Archive and associated inspection/review applications deployed on manufacturing shop-floor PCs.
- Support Windows VM-based, on-premises application environments, including troubleshooting, configuration management, patching, maintenance, and application deployments.
- Diagnose and resolve application availability, performance, connectivity, integration, and data-flow issues.
- Support integrations between the inspection archival platform and other shop-floor desktop applications.
- Ensure inspection data is successfully captured, processed, transferred, and archived across interconnected systems.
- Support application releases, configuration changes, infrastructure changes, pipeline modifications, and database schema changes in accordance with established change-management processes.
- Maintain accurate technical documentation covering system configurations, dependencies, interfaces, and integration points.
- Work closely with the Product/Application Owner and application vendor for deployments, upgrades, troubleshooting, and production support.
Infrastructure & Hybrid Environment Support
- Support application connectivity across:
- Manufacturing shop-floor PCs
- Windows virtual machines
- On-premises application servers
- On-premises database servers
- Cloud-hosted services
- Troubleshoot network, server, database, application, and integration-related dependencies affecting application functionality.
- Coordinate with infrastructure, network, database, cloud, and cybersecurity teams to resolve cross-platform production issues.
- Help maintain reliable connectivity and data movement between on-premises and cloud environments.
Data Pipeline Monitoring & Observability
- Monitor end-to-end inspection data pipelines, including data capture, transformation, transfer, and archival.
- Monitor pipeline health, throughput, processing failures, and potential bottlenecks.
- Investigate missing, delayed, incomplete, or failed inspection-data transactions.
- Troubleshoot data-flow issues across application, database, infrastructure, and cloud components.
- Monitor relevant cloud storage utilization, including Amazon S3, where applicable.
- Identify recurring operational issues and recommend improvements to monitoring, alerting, and support processes.
Incident, Problem & Service Management
- Respond to production incidents impacting application availability, system performance, or inspection-data flow within agreed service-level targets.
- Perform structured troubleshooting and drive incidents through resolution.
- Perform root-cause analysis (RCA) for recurring or high-impact incidents.
- Identify and implement corrective and preventive actions to reduce repeat incidents.
- Engage appropriate internal support teams and/or vendors when issues require specialized expertise.
- Escalate risks, blockers, and unresolved technical issues promptly to the Application Owner.
- Maintain appropriate incident, problem, change, and operational records in ServiceNow.
Operational Support & Reporting
- Execute daily, weekly, and scheduled operational activities according to established application runbooks and support schedules.
- Ensure activities due on a given business day are completed by close of business.
- Take end-to-end ownership of assigned activities, including coordination with interfacing technology teams.
- Provide regular operational reporting covering:
- Incident volumes
- Open and aging issues
- Data-pipeline health and throughput
- S3/storage utilization
- Production risks and dependencies
- Upcoming releases and maintenance activities
- Proactively communicate issues that may affect production operations or manufacturing users.
Cybersecurity & Compliance
- Follow organizational cybersecurity and access-control requirements applicable to manufacturing and shop-floor systems.
- Support security controls relating to:
- Data in transit
- Data at rest
- User/system access
- Application and infrastructure configuration
- Ensure operational practices align with applicable manufacturing inspection-record, quality-system, security, and compliance requirements.
- Coordinate with cybersecurity teams to address application vulnerabilities, remediation activities, and security-related configuration changes when required.
Documentation & Knowledge Management
- Maintain accurate and current:
- Application support runbooks
- Architecture diagrams
- Data-flow diagrams
- Interface/integration documentation
- Configuration documentation
- Troubleshooting guides
- Known-error and resolution documentation
- Operational procedures
- Document recurring issues and reusable resolutions to improve support efficiency.
- Conduct knowledge-transfer sessions with internal application and support teams as required.
Required Technical Skills
- Candidates should have strong hands-on experience with several of the following:
- L2/L3 Application Production Support
- Windows Server / Windows VM environments
- Enterprise application troubleshooting
- On-premises application and infrastructure support
- Application deployment and release support
- Database connectivity and basic database troubleshooting
- SQL / database querying for troubleshooting
- Application-to-database integrations
- Data pipeline / interface troubleshooting
- Hybrid on-premises and cloud environments
- AWS / Amazon S3 exposure
- Monitoring and observability
- Incident, problem, change, and release management
- Root-cause analysis
- ServiceNow or similar ITSM platforms
- Application configuration and patch management
- Technical documentation and runbook creation
Preferred Skills
- Experience in the following areas would be particularly valuable:
- Manufacturing or shop-floor application support
- Inspection, quality, manufacturing execution, or archival systems
- Inspection Works or similar industrial inspection platforms
- AWS cloud services and S3 storage
- Data movement between shop-floor systems and cloud platforms
- Production data pipelines and file-transfer/integration mechanisms
- Enterprise monitoring and alertin
