Senior Application Support Specialist

We are seeking a highly skilled Senior Application Support Specialist to join our team and play a critical role in ensuring the stability, performance, and continuous improvement of our business applications. The ideal candidate will have strong application support experience, a solid understanding of Agile delivery practices, and expertise in incident and problem management. This role requires close collaboration with technical teams, business stakeholders, and external partners to deliver reliable and efficient application services.

Key Responsibilities

• Ensure smooth and reliable business application operations by identifying, troubleshooting, and resolving production issues in a timely manner.

• Support the transition of application enhancements and new features from development environments into production.

• Drive continuous improvement initiatives to optimize application support processes, service quality, and operational efficiency.

• Identify opportunities for automation and assist in reducing manual operational activities to improve consistency and effectiveness of service delivery.

• Participate in incident, problem, and change management processes, ensuring proper communication and coordination with stakeholders.

• Provide timely updates and status communications during critical incidents and major issues.

• Manage and coordinate operational escalations, ensuring appropriate resolution within agreed service levels.

• Collaborate with development, infrastructure, and business teams to maintain application stability and performance.

• Contribute to release planning and support release deployments in Agile environments.

• Monitor application health, analyze trends, and proactively recommend improvements.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

• 5+ years of experience in Application Support, Production Support, IT Operations, or a related role.

• Strong proficiency in relational databases, preferably Microsoft SQL Server.

• Experience with incident management and problem management processes.

• Good understanding and practical experience with at least one Enterprise Agile Framework such as Scrum, Kanban, or SAFe.

• Experience working in Agile delivery environments with exposure to release management and engineering practices.

• Proven ability to manage multiple priorities, projects, and operational activities simultaneously while maintaining strong attention to detail.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent stakeholder management, communication, and collaboration skills.

• Demonstrated experience or active personal learning in Artificial Intelligence (AI) and emerging technologies.

Preferred Qualifications

• Experience with Snowflake databases.

• Knowledge of cloud platforms, preferably AWS.

• Familiarity with CI/CD pipelines and tools such as GitLab, Jenkins, or similar technologies.

• Experience supporting SaaS applications, including ERP platforms such as SAP.

• Working knowledge of Java and/or Python programming languages.

• Experience using IT service management and collaboration tools such as ServiceNow, Jira, and Confluence.