Application Support Engineer

TMF Group; Bogotá; Hybrid; COP 78,120,000 - 122,760,000; Full time

Job summary

TMF Group in Bogotá is seeking an experienced Application Support & Operations specialist to join the global IT team. You will provide L2/L3 support for AWS-hosted applications, troubleshoot issues, and perform root cause analysis while adhering to ITIL practices.

Responsibilities include incident/change management, on-call rotations, and collaboration with developers and business stakeholders. Strong Linux/Kubernetes skills and fluency in English and Portuguese are required.

Qualifications

• 4–6 years in Application or Production Support.
• Strong AWS experience with EC2, RDS, EBS, CloudWatch.
• Advanced SQL scripting and data analysis.
• Familiarity with ITIL Incident, Change, and Problem Management.
• Experience with Linux and Kubernetes.
• Proficient in English and Portuguese.

Responsibilities

• Provide L2/L3 support for AWS-hosted applications.
• Monitor performance, troubleshoot issues, and apply fixes.
• Conduct RCA and document incidents.
• Manage incidents, changes, and problems per ITIL.
• Participate in on-call rotations after hours.
• Assist deployments, releases, and hotfixes.
• Collaborate with L1/L3 teams and stakeholders.

Skills

AWS skills

SQL scripting

ITIL processes

Linux systems

Kubernetes

REST APIs

Cloud monitoring

English (Advanced)

Portuguese (Advanced)

Tools

Splunk

CloudWatch

Azure

Job description

About TMF Group

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As a global company with over 11,000 colleagues located in more than 125 offices across 87 jurisdictions, we actively seek individuals with the talent and potential to thrive at TMF Group, regardless of their background, and we offer job opportunities to the broadest range of people. Once onboard, we nurture and promote talented individuals, ensuring that senior positions are accessible to everyone.

Key Responsibilities:

Application Support & Operations

• Provide L2/L3 support for business-critical applications hosted on AWS
• Monitor application performance, troubleshoot issues, and implement fixes
• Conduct root cause analysis (RCA) and maintain incident documentation
• Manage incidents, changes, and problems in alignment with ITIL practices
• Participate in on-call rotations for after-hours support

Technical & Platform Management

• Support applications running on AWS (EC2, RDS, EBS, CloudWatch)
• Write and optimize SQL queries for troubleshooting and data analysis
• Monitor logs, debug issues, and perform performance tuning
• Assist in deployments, releases, and hotfix implementations
• Work with Linux environments and container technologies (e.g., Kubernetes)

Collaboration & Stakeholder Management

• Work closely with development (L3) and support (L1) teams to resolve complex issues
• Collaborate with IT teams and business stakeholders to prioritize and resolve tickets
• Ensure alignment between application support and broader IT operations
• Track and report on SLAs and service performance
• Identify improvement opportunities and optimize KPIs
• Maintain documentation of systems, processes, and support activities
• Contribute to change management and digital transformation initiatives

Leadership & Knowledge Sharing

• Provide guidance and mentorship to junior team members
• Share knowledge, best practices, and support team upskilling
• Support training initiatives and documentation creationy67t

Key Requirements:

• 4-6 years of experience in Application Support, Production Support, or similar roles
• Strong experience with AWS services (EC2, RDS, EBS, CloudWatch)
• Advanced SQL scripting and data analysis skills
• Experience with ITIL processes (Incident, Change, Problem Management)
• Knowledge of Linux systems and container technologies (Kubernetes is a plus)
• Familiarity with monitoring tools such as Splunk or CloudWatch
• Experience with REST APIs and web services
• Understanding of Azure services (nice to have)
• Advanced level of English
• Intermediate - Advanced level of Portuguese

What's in it for you?

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities, so you can take your career further within TMF.
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

• You’ll be helping us to make the world a simpler place to do business for our clients.
• Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.
• Strong feedback culture to help build an engaging workplace.
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.