App Support Engineer Web-based Sr USA + 1 more

Softtek; Northern (KY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Softtek is seeking an experienced Application Support Onsite Lead to manage L2/L3 support for mission-critical applications in a distributed environment. You will coordinate incident response, governance, and remediation efforts across onshore/offshore teams while driving continuous service improvements.

The role requires strong leadership, stakeholder management, and hands-on expertise in AWS, .NET/C#, and monitoring tools, with a focus on delivering reliable production operations and incident

Qualifications

• 8+ years of experience in application support for mission-critical enterprise apps.
• Proven incident management, problem management, RCA, and post-incident reviews.
• Experience coordinating cross-functional and executive stakeholder communications.

Responsibilities

• Lead P1/P2 incident response and recovery coordination.
• Manage escalation and stakeholder communications.
• Oversee problem management and RCA delivery.
• Coordinate release readiness reviews and production validations.
• Support vulnerability remediation planning and tracking.
• Lead DR testing participation and operational readiness reviews.
• Ensure runbooks and knowledge articles remain current.
• Present operational metrics and SLA performance to leadership.

Skills

L2/L3 Application Support

Major Incident Management

Service Governance

Root Cause Analysis

Release & Change Management

Disaster Recovery

Stakeholder Management

Operational Reporting

Education

ITIL Foundation

AWS Cloud Practitioner or Associate

PMP or Scrum Master (Preferred)

Tools

ServiceNow

Harness CI/CD

Dynatrace

BigPanda

Solace & MQ

AWS (ECS/EC2/S3/DynamoDB/ElastiCache)

PostgreSQL

Job description

## App Support Engineer Web-based SrUSAApply NowFind out how well you match with this jobJob ID: 0003345### Application Support Onsite LeadSenior technology professional with 8+ years of experience supporting mission-critical enterprise applications. Proven expertise in Application Support, Production Operations, Incident Management, Major Incident Coordination, Problem Management, Root Cause Analysis, Release Management, Disaster Recovery, Service Governance, and Continuous Improvement. Strong leadership skills with extensive experience coordinating cross-functional teams, executive stakeholders, and distributed support organizations.### ### Core Competencies· L2/L3 Application Support· Major Incident Management· Service Governance· Root Cause Analysis· Release & Change Management· Disaster Recovery· Stakeholder Management· Operational Reporting### Technical Expertise· .NET / C#· AWS (ECS, EC2, S3, DynamoDB, ElastiCache)· PostgreSQL· Solace and MQ· Dynatrace· BigPanda· ServiceNow· Harness CI/CD### ### Key Responsibilities· Lead P1/P2 incident response and recovery coordination· Manage escalation and stakeholder communications· Oversee problem management and RCA delivery· Coordinate release readiness reviews and production validations· Support vulnerability remediation planning and tracking· Lead DR testing participation and operational readiness reviews· Ensure runbooks, procedures, and knowledge articles remain current· Present operational metrics, SLA performance, and continuous improvement recommendations to United stakeholders### Leadership Experience· Managed geographically distributed support teams across onshore, nearshore, and offshore locations· Acted as primary customer-facing lead for critical business applications· Drove operational governance meetings, service reviews, and escalation management· Led transition and knowledge transfer activities for application support services### Certifications (Desired)· ITIL Foundation· AWS Cloud Practitioner or Associate· PMP or Scrum Master (Preferred)