Job Description
Job Title: Application Support Engineer
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Location: Newark, NJ – Hybrid (3 days onsite per week)
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Duration: 12 months (contract to Perm Hire)
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About Role:
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We are seeking an experienced Application Support Engineer to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.
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Key Responsibilities:
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Incident Management and Resolution:
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- Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates.
- Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions.
- Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs).
- Coordinate resolution and follow ups with dependencies outside immediate team.
- Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base Team Leadership and Coordination.
- Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing.
- Foster a strong ownership mindset within the team, ensuring accountability for system health and stability.
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Monitoring and Alerting:
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- Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues.
- Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams Process and Documentation.
- Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures.
- Establish best practices for incident response, including communication templates and decision frameworks.
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Stakeholder Communication:
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- Serve as the primary point of contact for production issues affecting client experiences
- Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
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Continuous Improvement:
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- Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.
- Drive initiatives to enhance system reliability, scalability, and performance.
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Qualifications and Skills:
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- Proven experience in a production support leadership role for client facing applications.
- Strong understanding of incident management frameworks.
- Proficiency in troubleshooting application, database, and infrastructure issues.
- Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc.
- Familiarity with incident management platforms such as ServiceNow.
- Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders
- Excellent problem solving skills and a calm, solution-focused approach under pressure.
- Experience working in AWS
- Familiarity with CI/CD pipelines and release management processes
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Preferred:
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- Background in software development or scripting for automation.
- Previous experience in the financial services industry Success Metrics
- MTTA: Mean time to acknowledge
- MTTR: Mean time to resolve
- Stakeholder satisfaction with incident communication
- Knowledge base usage rate and coverage
- Number of issues handed over to L1/L2, EMKT teams
- Measure # of system identified vs user reported alerts and trends over time
- Enhancements and alerts requested
- Minimize # of user reported incidents
- Measure incidents resolved with L1/L2 without app support team
- Reduction in resolution times due to documented processes
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