Application Support Specialist - Remote

The specialist will troubleshoot complex incidents, perform root cause analysis, support deployments, and contribute to continuous improvement initiatives across the application stack.

Essential Job Duties and Responsibilities:

• Provide application support to Xpanse applications, up to but not limited to, XPRE, IDP, Order Management, and IMS.
• Investigate and resolve incidents escalated from Level 1 support, ensuring timely resolution and customer satisfaction.
• Analyze application logs, performance metrics, SUMO logs and AWS CloudWatch alerts to identify issues.
• Support scheduled releases, maintenance, and configuration changes.
• Collaborate with developers to reproduce, diagnose, and fix bugs or performance issues.
• Reprocess packages and information at database level to support business continuity.

• Maintain and monitor application health, performance, and capacity using AWS and third-party tools (e.g., CloudWatch, Datadog, New Relic).
• Perform proactive health checks and system tuning to optimize performance.
• Manage application-related batch jobs, API integrations, and scheduled processes.

• Follow ITIL-based processes for incident, problem, and change management.
• Participate in root cause analysis (RCA) and create knowledge base documentation.
• Maintain acceptable KPIs for support requests.

• Work closely with Level 3/development teams to implement fixes or enhancements.
• Maintain accurate documentation of configurations, procedures, and known issues.
• Support cross-functional teams during upgrades, migrations, and disaster recovery testing.
• Provide high quality data for reporting with regards to accuracy of information and available ticket fields and tagging.

Other Job Duties and Responsibilities:

• Performs other related duties as assigned.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Supervisory Responsibilities:

• This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficiency in Java/J2EE application support and troubleshooting.
• At least 5 years of work experience from a reputable institution
• Experience with AWS services: EC2, S3, RDS, ECS, Lambda, CloudWatch, IAM.
• Familiarity with SQL (MySQL, PostgreSQL, or Oracle) and NoSQL databases.
• Familiarity with JSON file types and conversions.
• Knowledge of CI/CD tools (Jenkins, GitLab, or AWS CodePipeline).
• Basic scripting skills (Python, Bash, or PowerShell) for automation.

Education and/or Experience:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 5+ years of application support or systems analysis experience in enterprise environments.

Certificates, Licenses, Registrations:

• None required; AWS or ITIL certifications are a plus.

Can start ASAP on a remote work set-up.