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

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

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

Incident, defect & task management

- Resolve L2/L3 incidents within SLA across several applications.

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

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

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

Application support

- Act as primary owner for a group of applications.

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

- Execute deployments, releases and change requests following change management.

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

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

Modernization, merging & innovation

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

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

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

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

Team building

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

- Pass on knowledge so new engineers become productive quickly.

Required qualifications & skills

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

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

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

- Experience with REST APIs, integrations and troubleshooting distributed systems.

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

- ITIL-aligned support experience using ServiceNow or similar.

Nice to have

- AWS Developer/ SysOps or Kubernetes certifications.

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

- Media, music or entertainment domain knowledge.

Core competencies

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

- Fast learner able to support many applications with varied technologies.

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

- Continuous-improvement and automation-first thinking.