Application Support Engineer / Charlotte, NC / W2 ONLY

Application Support Engineer / Charlotte, NC or REMOTE / W2 ONLY

About our Customer:

Our direct customer, a global Fortune 500 company & a leader in the Food Services industry is looking for Application Support Engineer to Run Support team. This role provides advanced technical expertise, incident resolution, and long-term application stability improvements.

Responsibilities:

Incident & Problem Management

• Own resolution of high-severity and complex incidents escalated from L2.
• Lead root cause analysis (RCA) and ensure corrective actions are implemented.
• Ensure adherence to SLAs for incident resolution and problem closure.
• Act as Subject Matter Expert (SME) for Tier 1 applications.

Bug & Story Management (Azure DevOps)

• Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO.
• Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items.
• Partner with Development teams to validate bug fixes and story completions in lower environments.
• Track recurring incidents and translate them into actionable backlog items in ADO.
• Provide visibility into backlog health, ensuring business-critical items are prioritized.

Continuous Improvement & Automation

• Identify and implement automation opportunities for monitoring, triage, and resolution.
• Contribute to the development of proactive health checks and preventive measures.
• Support ongoing improvement of runbooks, SOPs, and knowledge base.

Release & Change Support

• Participate in release readiness activities, deployments, and post-release validations.
• Validate bug fixes and story releases in lower environments before production rollout.
• Support release pipelines by ensuring successful delivery of backlog items through ADO.

Core Competencies

• Expert problem solver with ability to navigate complex technical environments.
• Strong technical troubleshooting and RCA expertise.
• Proficiency in Azure DevOps (ADO) for backlog and release management.
• Ability to translate incidents into actionable bugs/stories with clear business value.
• Knowledge of ITIL practices (Incident, Problem, Change).
• Strong collaboration with Dev, QA, Product, and cross-functional teams.
• Ability to operate under pressure while maintaining stakeholder confidence

Required Skills:

• 5+ years of experience in application support, production support, or software operations.
• Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps).
• Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot).
• Experience leading root cause analysis and managing complex production incidents.

Preferred:

• Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager.
• Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning.
• Experience in enterprise-scale environments with complex application landscapes.