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.