Lead Application Support Engineer
***We are unable to sponsor as this is a permanent full time role***
- Provide on call support for triaging incidents / problems and coordinating with various support teams across the organization and carryout activities related to incident and problem management
Communicate with line of business and management the overall status and health of the application.
Look for areas of improvement in monitoring, application stability, and speed of determining root cause
Perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis.
Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc.
Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
Assess initial severity, gather impacts, creates tickets in JIRA/KANBAN, engages necessary support teams, and escalates as necessary to ensure timely restoration.
Test and validate system performance.
- 7+ years of experience working with C#, ASP.NET, VB.NET, SQL server, XML and .NET webservices.
4 + years of experience working with Visual Studio, Jenkins and Github.
5+ years of experience working on of support of 24x7 support operations staff.
4+ years of experience with SPLUNK and Dynatrace experience.
5+ years of relevant IT experience (Production Support, SDLC- Waterfall / Agile) preferred
Exhibit a strong sense of urgency for high severity incidents. Able to assess the customer impact and provide tactical solutions
Experience working with service now and Jira.
Provide generic solutions/workaround and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents
Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions
Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.
Hands-on experience with Incident and problem management
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