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.