Application Support Senior Software Engineer

Role purpose

Provide hands-on L2/L3 support for multiple applications, absorb knowledge quickly during transition, and contribute to automation, modernization and consolidation work that keeps the portfolio stable with a lean team.

Key responsibilities

Transition

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Participate actively in knowledge transfer, shadow and reverse-shadow; take ownership of assigned applications.

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Create and update runbooks, SOPs, architecture diagrams and knowledge articles.

Incident, defect & task management

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Resolve L2/L3 incidents within SLA across several applications.

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Analyze, fix and test defects, including regression testing and release coordination.

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Deliver tasks raised by the client ( configuration changes, data fixes, small enhancements, reports, access requests), with estimates and status updates.

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Keep tickets accurately updated in ServiceNow/Jira, with clear resolution notes and knowledge articles.

Application support

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Act as primary owner for a group of applications.

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Perform root cause analysis, bug fixes, minor enhancements, patches and configuration changes.

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Execute deployments, releases and change requests following change management.

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Monitor application health, performance, batch jobs and integrations; act proactively on alerts.

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Participate in on-call and major incident resolution for Critical/High applications.

Modernization, merging & innovation

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Contribute to upgrades, re-platforming, containerization and cloud optimization.

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Support data and functional migration when applications are merged or decommissioned.

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Build scripts and automations that eliminate manual and repetitive support tasks.

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Propose improvements and use GenAI/AI tools to speed up diagnosis and documentation.

Team building

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Act as anchor for a sub-team (pod): help interview, onboard and mentor new engineers joining your application group.

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Pass on knowledge so new engineers become productive quickly.

Required qualifications & skills

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Hands-on development/support experience in .NET/.NET Core and/or Java; working knowledge of JavaScript (Angular/React) or PHP.

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AWS experience (compute, containers, serverless, databases, CloudWatch); GCP/Azure a plus .

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Strong SQL skills (SQL Server, MySQL); MongoDB is a plus.

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Experience with REST APIs, integrations and troubleshooting distributed systems.

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Familiarity with CI/CD, Git, Docker/ Kubernetes and scripting (Python, PowerShell or Bash).

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ITIL-aligned support experience using ServiceNow or similar.

Nice to have

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AWS Developer/ SysOps or Kubernetes certifications.

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Experience supporting SaaS/COTS products and web platforms (WordPress, Shopify).

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Media, music or entertainment domain knowledge.

Core competencies

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Ownership mindset and calm under pressure in high-impact incidents.

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Fast learner able to support many applications with varied technologies.

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Clear written and verbal communication in English with business and technical stakeholders.

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Continuous-improvement and automation-first thinking.