Application Support Engineer

Responsibilities

Incident & Application Support

Deliver second-level (L2) support for production and staging environments, managing escalations from L1 Support.

Diagnose and resolve application faults, system alerts, performance issues, and integration-related problems.

Restore system functionality within agreed SLA/OLA commitments and ensure proper documentation and closure of incidents.

Troubleshooting & Root Cause Analysis

Conduct detailed troubleshooting leveraging logs, metrics, and monitoring platforms.

Perform root cause analysis (RCA) for recurring or high-severity incidents.

Recommend and implement corrective and preventive measures to minimise repeat incidents.

Collaboration & Escalation

Partner with L3 engineers, DevOps teams, and external vendors to address complex technical challenges.

Provide comprehensive technical analysis, supporting logs, and evidence during escalations.

Participate in incident bridge calls, post-incident reviews, and operational meetings.

Operational Excellence

Continuously monitor system health through dashboards, alerts, and logs to proactively detect issues.

Carry out authorised configuration updates, patches, and operational remediations.

Assist with deployment, release management, and maintenance activities as needed.

Automation & Continuous Improvement

Support automation initiatives for operational workflows, monitoring, and alerting where applicable.

Identify gaps in runbooks, SOPs, and operational processes, and contribute to process enhancement efforts.

Documentation

Maintain and enhance runbooks, troubleshooting documentation, and knowledge base materials.

Accurately record incident resolutions and operational procedures.

Security & Compliance

Comply with security policies, access controls, and regulatory requirements.

Ensure proper handling of sensitive data within logs, tickets, and systems.

Support audit activities, vulnerability management, and compliance reviews as required.

Key Experience & Qualifications

Educational Requirements

Diploma or higher qualification in Computer Science, Information Technology, or a related discipline.

Minimum 35 years of relevant experience in application support, systems support, or operations.

Experience managing production systems within high-availability or mission-critical environments.

Strong practical experience with:

o Application log analysis and monitoring tools (e.g., AWS CloudWatch, Grafana, ELK, Google Analytics).

o Linux/Unix operating systems.

Working knowledge of cloud platforms, particularly AWS services such as ECS, Lambda, S3, and RDS.

Basic proficiency in databases (e.g., MySQL, PostgreSQL) for health checks and simple queries.

Foundational understanding of REST APIs, system integrations, and authentication mechanisms.

Familiarity with incident, problem, and change management frameworks.

Strong analytical and diagnostic abilities.

Able to deconstruct complex production incidents into clear, actionable steps.

Composed and systematic approach when managing high-pressure production issues.

Experience with ticketing and incident management systems (e.g., Jira, PagerDuty).

Familiarity with runbooks, SOPs, and on-call support rotations (where applicable).