Application Support Engineer | Incident Management, Automation, Monitoring & Cloud Support

Job Summary
Synechron is seeking an experienced Application Production Support Engineer to oversee the stability and operational excellence of our business-critical applications. This role involves managing incident resolution automating operational tasks and implementing best practices to enhance system reliability performance and availability. The successful candidate will work in a fast-paced financial services environment collaborating with cross-functional teams to ensure seamless application support and continuous improvement.

Software Requirements

Required Software Proficiency:

• ITSM tools: Jira ServiceNow experience managing incident lifecycle and workflows
• Scheduling and automation tools: TWS IWS proficiency in job scheduling and workflow automation
• Log analysis and monitoring tools: Splunk Prometheus Grafana familiarity for troubleshooting and system observability
• SQL strong ability to write analyze and troubleshoot database queries
• Scripting languages: Python (preferred) Shell scripting or Perl skills in automating operational tasks and data analysis

Preferred Software Skills:

• Cloud platforms: AWS Azure or GCP knowledge of cloud infrastructure for support and troubleshooting
• Application monitoring and alerting tools: Splunk Nagios experience in proactive system monitoring and alerting

Overall Responsibilities

• Manage end-to-end production support for business-critical applications including issue identification troubleshooting and resolution
• Build and maintain automation scripts (Python preferred) to streamline operational workflows and reduce manual effort
• Lead incident management perform root-cause analysis and coordinate resolution activities across teams
• Collaborate with the monitoring and infrastructure teams to enhance system observability and proactive issue detection
• Participate in change management processes scheduled maintenance and deployment activities
• Maintain comprehensive documentation of incidents resolutions procedures and system configurations
• Facilitate post-incident reviews identify improvement opportunities and implement preventive measures
• Support system performance tuning capacity planning and stability initiatives

Technical Skills (By Category)

• Programming Languages:
  • Essential: Python Shell scripting Perl for automation troubleshooting and scripting purposes
  • Preferred: PowerShell Bash additional scripting expertise for diverse environments

• Databases & Data Management:
  • Strong SQL skills with hands-on experience in query optimization and troubleshooting

• Cloud Technologies:
  • Knowledge of deploying and supporting applications on AWS Azure or GCP optional but advantageous

• Monitoring & Alerting Tools:
  • Splunk Prometheus Grafana experience configuring alerts dashboards and troubleshooting logs

• Workflow & Job Scheduling:
  • TWS IWS or similar tools managing scheduled jobs and automating workflows in production environments

Experience Requirements

• 3 to 5 years of applied experience in production support or operations management for mission-critical applications
• Proven track record troubleshooting resolving complex incidents and managing system outages
• Hands-on experience with automation scripting to reduce manual interventions
• Demonstrated competency working within ITSM frameworks and cross-functional teams in a high-pressure setting
• Exposure to cloud environments or monitoring tools is a plus

Day-to-Day Activities

• Monitor the health and performance of production applications resolving issues proactively and reactively
• Troubleshoot technical incidents perform root-cause analysis and coordinate recovery efforts
• Develop and maintain automation scripts to streamline repeated operational tasks
• Participate in daily stand-ups incident reviews and change management activities
• Manage escalations communicate impact and resolution strategies to stakeholders
• Maintain detailed records of incidents troubleshooting steps and system configurations
• Collaborate with DevOps Infrastructure and Application teams to improve system robustness and resilience
• Support deployment activities and scheduled maintenance operations

Qualifications

• Bachelors degree in Computer Science Information Technology Engineering or related field
• 3 years of professional experience in application support system operations or infrastructure management
• Relevant certifications in ITSM cloud support or scripting (advantageous but not mandatory)
• Experience working in regulated or high-availability environments such as financial services

Professional Competencies

• Strong analytical and problem-solving skills for troubleshooting complex system issues
• Effective communication skills for incident escalation and stakeholder reporting
• Ability to work under pressure and handle multiple priorities simultaneously
• Proactive mindset for automation process improvement and system optimization
• Team player with collaborative mindset across technical function boundaries
• Continuous learning orientation to stay current with emerging tools and best practices

SYNECHRONS DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity Equity and Inclusion (DEI) initiative Same Difference is committed to fostering an inclusive culture promoting equality diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger successful businesses as a global company. We encourage applicants from across diverse backgrounds race ethnicities religion age marital status gender sexual orientations or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements mentoring internal mobility learning and development programs and more.

All employment decisions at Synechron are based on business needs job requirements and individual qualifications without regard to the applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.

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