Application Support Engineer (.NET)

Key Responsibilities:

• Provide operational support for .NET applications, ensuring high availability, performance, and reliability.
• Oversee ITSM processes including incident, problem, change, and release management, primarily using ServiceNow.
• Collaborate with cross-functional teams to apply Agile methodologies and drive operational improvements.
• Lead and mentor an offshore application support team, ensuring effective handovers, communication, and service continuity.
• Monitor service level agreements (SLAs), produce performance reports, and implement corrective measures where needed.
• Conduct root cause analysis for recurring issues and design preventive strategies.
• Maintain and regularly update support documentation, SOPs, and runbooks.
• Support application upgrades, code deployments, and functional/non-functional testing.
• Provide user training and support for escalated issues as necessary.
• Be available on a rotational or as-needed basis during weekends to activate and coordinate response teams in the event of critical incidents.

Qualifications:

• 58 years of hands-on experience supporting enterprise-grade .NET applications.
• Strong knowledge of ITSM practices with demonstrated experience using ServiceNow or similar platforms.
• Familiarity with Agile working environments (e.g., Scrum, Kanban) and DevOps principles.
• Proven ability to manage and support distributed/offshore teams.
• ITIL v3/v4 certification preferred.
• Proficient in troubleshooting, problem-solving, and incident analysis.
• Strong interpersonal and communication skills for effective collaboration with technical and non-technical stakeholders.
• Experience with monitoring and APM tools (e.g., AppDynamics, New Relic, or similar) is a plus.