Role purpose
Be the technical authority for a cluster of applications: lead knowledge acquisition during transition, resolve complex L3 issues, and drive modernization, consolidation and automation that lets a smaller team support more applications.
Key responsibilities
Transition & knowledge acquisition
Lead technical knowledge transfer for the assigned application cluster; validate understanding through reverse-shadow.
Reverse-engineer and document undocumented applications: architecture, integrations, data flows, dependencies, deployment and recovery procedures.
Verify environment access, source code, CI/CD pipelines, monitoring and DR readiness (RTO/RPO) before go-live.
Technical leadership & L3 support
Lead technical triage of incidents, defects and client tasks: estimation, assignment to engineers, technical review and closure.
Own L3 resolution, root cause analysis and permanent fixes for recurring problems.
Lead major incident technical bridges for Critical/High applications.
Review code changes, deployments and change requests; enforce engineering and security standards.
Define runbooks, monitoring/alerting standards and shift-left knowledge articles.
Modernization, merging & innovation
Assess applications technically (technical fit, debt, risk) to feed rationalization decisions.
Design and lead solutions for merging overlapping applications, re-platforming (e.g., containerization on Kubernetes, serverless), upgrades (.NET Framework to .NET 8, Java versions) and SaaS migration.
Build automation: self-healing scripts, synthetic monitoring, automated health checks, CI/CD improvements, AI-assisted triage.
Evaluate and pilot new tools and GenAI capabilities that reduce support effort.
Team leadership
Mentor engineers, drive cross-skilling so each engineer can support multiple applications.
Plan work allocation, on-call rotas and technical capacity for the cluster.
Required qualifications & skills
Strong hands-on background in one or more of: .NET/.NET Core, Java, PHP, JavaScript (Angular/React).
Solid cloud experience on AWS (EC2, ECS/EKS, Lambda, RDS, S3, CloudWatch); GCP or Azure a plus.
Databases: SQL Server, MySQL, MongoDB – query tuning and troubleshooting.
Experience with Kubernetes/containers, CI/CD (GitHub/GitLab/Azure DevOps/Jenkins) and Infrastructure as Code (Terraform/CloudFormation).
Proven delivery of application modernization or consolidation projects.
Strong RCA/problem management skills and ITIL-aligned ways of working in ServiceNow.
Nice to have
AWS Solutions Architect / Kubernetes (CKA/CKAD) certifications.
Experience with integrations/APIs, middleware, SaaS platforms (e.g., Shopify, DocuSign) and COTS.
Observability (Datadog, Dynatrace, New Relic, Splunk) and scripting (Python, PowerShell, Bash).
Experience taking over applications from another vendor.
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.