Application Support Engineer

Incedo Inc.; Dallas (TX); On-site; USD 95,000 - 140,000; Full time

Job summary

Incedo Inc. in Dallas, TX is seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise banking applications.

You will monitor health with Dynatrace, analyze logs with Elastic/Kibana, manage incidents via ServiceNow, and support OpenShift deployments in a containerized environment. Ideal candidates have 5–12 years in production support, strong SQL skills, and experience with lending or mortgage domain applications within financial services.

Qualifications

• 5–12 years of experience in Application Support / Production Support / Application Operations.
• Strong hands‑on experience with Dynatrace for application monitoring and performance analysis.
• Strong experience with ServiceNow for incident, problem, change, and service request management.
• Experience using Elastic Search / Kibana for log analysis and troubleshooting.

Responsibilities

• Provide L2/L3 application support for enterprise banking applications.
• Monitor application health and performance using Dynatrace and observability tools.
• Analyze application and infrastructure logs using Elastic Search/Kibana to identify issues and perform root-cause analysis.
• Manage incidents, service requests, problems, and changes using ServiceNow.
• Troubleshoot application issues across application, database, infrastructure, and integration layers.
• Perform detailed root-cause analysis (RCA) and implement preventive and corrective actions.

Skills

Dynatrace

ServiceNow

Elastic Search

OpenShift

SQL

Tools

OpenShift/Kubernetes

Linux

REST APIs

Job description

My name is Aman, and I am a recruiter with Incedo Inc. Incedo is a digital transformation expert empowering companies to realize sustainable business impact from their digital investments. Our integrated services and platforms that connect strategy and execution, are built on the foundation of Design, AI, Data, and strong engineering capabilities blended with our deep domain expertise from digital natives.

With over 5,000 professionals in the US, Canada, Latin America, and India and a large, diverse portfolio of long term, Fortune 500 and fast-growing clients worldwide, we work across financial services, telecom, product engineering, and life sciences industries.

Application Support Engineer – Dynatrace, ServiceNow, Elastic & OpenShift

Experience: 5–12 Years

Locations: Pittsburgh, PA | Miamisburg, OH | Cleveland, OH | Chicago, IL | Dallas, TX

Employment Type: Full-Time

Job Overview

We are looking for an experienced Application Support Engineer with strong expertise in Dynatrace, ServiceNow, Elastic Search/log analysis, database technologies, and OpenShift to support enterprise applications for a leading banking client.

The ideal candidate should have strong production application support experience along with a good understanding of application monitoring, incident management, troubleshooting, databases, and containerized environments. Experience supporting Lending or Mortgage applications within the banking/financial services domain is highly preferred.

Key Responsibilities

• Provide L2/L3 application support for enterprise banking applications.
• Monitor application health and performance using Dynatrace and other observability tools.
• Analyze application and infrastructure logs using Elastic Search/Kibana to identify issues and perform root-cause analysis.
• Manage incidents, service requests, problems, and changes using ServiceNow.
• Troubleshoot application issues across application, database, infrastructure, and integration layers.
• Work closely with development, infrastructure, DevOps, database, and business teams to resolve production issues.
• Perform detailed root-cause analysis (RCA) and implement preventive and corrective actions.
• Monitor application availability, performance, response times, errors, and other key operational metrics.
• Support applications deployed in OpenShift and troubleshoot containerized workloads.
• Execute basic database queries and perform data validation to support application troubleshooting.
• Analyze batch jobs, interfaces, APIs, and downstream/upstream dependencies.
• Participate in production deployments, release validation, and post-deployment monitoring.
• Maintain support documentation, troubleshooting procedures, knowledge articles, and runbooks.
• Participate in on-call or after-hours support as required.
• Ensure compliance with banking production support, security, and operational processes.

Required Skills

• 5–12 years of experience in Application Support / Production Support / Application Operations.
• Strong hands‑on experience with Dynatrace for application monitoring and performance analysis.
• Strong experience with ServiceNow for incident, problem, change, and service request management.
• Experience using Elastic Search / Kibana for log analysis and troubleshooting.
• Good understanding of relational databases and SQL.
• Hands‑on experience with OpenShift and containerized applications.
• Strong troubleshooting and root‑cause analysis skills.
• Experience working with enterprise applications, APIs, integrations, and batch processes.
• Good understanding of application performance, availability, monitoring, and production operations.
• Strong communication and coordination skills.

Banking / Domain Experience

• Experience working with banking or financial services applications is required/preferred.
• Strong preference for candidates with experience supporting Lending, Mortgage, Loan Origination, Loan Servicing, or related banking applications.
• Understanding of banking workflows, transactions, customer/account data, and financial systems is a plus.
• Experience working in regulated production environments with established incident, change, and release management processes is preferred.

Preferred Qualifications

• Experience with OpenShift/Kubernetes troubleshooting.
• Familiarity with Linux/Unix environments.
• Experience with REST APIs and application integrations.
• Exposure to CI/CD and DevOps practices.
• Experience with scripting or automation using Shell, Python, or similar technologies is a plus.
• Strong understanding of application monitoring and observability practices.

Ideal Candidate Profile

The ideal candidate will be a hands‑on application support professional who can independently monitor, troubleshoot, and resolve production issues across the application, logs, database, and OpenShift layers. They should be comfortable using Dynatrace, ServiceNow, and Elastic Search on a day‑to‑day basis and should have prior experience supporting banking applications, particularly Lending or Mortgage platforms.

Location: Candidates should be willing to work from Pittsburgh, Miamisburg, Cleveland, Chicago, or Dallas, based on project requirements.