Responsibilities

The Application Support Engineer will ensure maximum uptime for multiple production systems, provide L1/L2 application production support to users, manage and follow up on incidents and requests, monitor and address critical system alerts, assume the role of major incident manager during significant incidents, perform system operation and administration tasks including daily performance monitoring, collaborate with internal users and external vendors to resolve system issues, communicate system enhancement/bug fix requirements to engineering teams, comply with SLAs and OLAs, perform incident, change, and response management, document knowledge articles and manage the team's knowledge base, share knowledge, provide support during non-office hours, and coordinate between product and development teams.