Senior Enterprise App Support & Incident Lead

The Intersect Group

Greer (SC)

On-site

USD 100,000 - 130,000

Full time

36 hours ago

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Job summary

The Intersect Group seeks a Senior Application Support Engineer to provide advanced technical support for enterprise applications and production environments. You will serve as a senior escalation point for complex issues and lead incident management to restore service quickly.

You will bring deep SQL Server, .NET/C#, and Visual Basic expertise, plus strong monitoring, integrations, and ITSM experience. You will mentor peers and participate in on-call rotations to ensure reliability.

Qualifications

5+ years of progressive experience supporting enterprise or production applications, including advanced Level 2 or Level 3 troubleshooting.
Advanced Microsoft SQL Server skills, including complex queries, stored procedure analysis, data validation, and performance troubleshooting.
Strong working knowledge of Microsoft .NET, C#, and Visual Basic, with the ability to review and troubleshoot application code.
Experience supporting application integrations, APIs, scheduled jobs, services, and multi-tier applications across test and production environments.
Proficiency with application monitoring, logging, alerting, and diagnostic tools.
Experience with source control and software delivery tools such as Git and Bitbucket.
Experience working with an IT service management platform and structured Incident, Problem, Change, Release, and Configuration Management processes.
Demonstrated experience leading complex incident resolution, root-cause analysis, and corrective-action initiatives.

Responsibilities

Serve as the senior escalation point for complex Level 2 and Level 3 incidents, owning investigations through restoration, root-cause identification, and documented resolution.
Lead technical discussions, triage sessions, knowledge-sharing activities, and post-incident reviews.
Mentor and provide technical guidance to less experienced team members.
Participate in an on-call support rotation and coordinate after-hours response for business-critical production incidents as required.
Provide technical support and operational guidance to projects, ensuring new or modified services transition effectively into production support.
Monitor service-level performance, support volumes, recurring defects, and operational risks; identify and implement measurable service improvements.
Participate in software testing, including test planning, review, analysis, execution support, defect triage, production-readiness assessments, and release certification.
Develop and enhance scripts, SQL queries, utilities, and automation to reduce manual effort, improve data quality, and accelerate troubleshooting and recovery.
Review technical solutions, designs, scripts, code, and deployment plans for supportability, reliability, maintainability, and operational risk.
Follow established Incident, Problem, Change, Release, Configuration, Access, and Service Management processes and controls.
Plan and support application releases, configuration changes, patches, upgrades, and deployments across test and production environments.
Perform validation and post-implementation reviews following deployments and major changes.
Maintain and improve operational procedures, runbooks, knowledge articles, system diagrams, and recovery documentation.
Monitor application health, availability, capacity, logs, interfaces, batch processes, and performance.
Improve monitoring alerts, dashboards, and operational thresholds to proactively identify potential issues.
Serve as a subject matter expert for assigned applications, including architecture, integrations, dependencies, data flows, configurations, operational risks, and business processes.
Collaborate with application development, infrastructure, database, network, security, and vendor teams to resolve cross-platform and cross-product issues.
Partner with Level One support teams and coach engineers on troubleshooting methodologies, escalation practices, and customer service.
Lead problem management for recurring issues through trend analysis, root-cause identification, and corrective/preventive action.
Assess business impact, establish incident priorities, coordinate technical resources, and provide timely communications during major incidents.
Perform other duties as assigned by leadership.