Essentials

Compensation

Full Description

Summary: The Application Support Specialist provides advanced technical support for enterprise applications built on Java and hosted within AWS cloud environments. This role bridges the gap between Tier 1 support, development teams, and infrastructure operations to ensure high availability, performance, and reliability of critical business applications. The specialist will troubleshoot complex incidents, perform root cause analysis, support deployments, and contribute to continuous improvement initiatives across the application stack. Essential Job Duties and Responsibilities: Application Support & Troubleshooting Provide application support to Xpanse applications, up to but not limited to, XPRE, IDP, Order Management, and IMS. Investigate and resolve incidents escalated from Level 1 support, ensuring timely resolution and customer satisfaction. Analyze application logs, performance metrics, SUMO logs and AWS CloudWatch alerts to identify issues. Support scheduled releases, maintenance, and configuration changes. Collaborate with developers to reproduce, diagnose, and fix bugs or performance issues. Reprocess packages and information at database level to support business continuity. Monitoring & Maintenance Maintain and monitor application health, performance, and capacity using AWS and third-party tools (e.g., CloudWatch, Datadog, New Relic). Perform proactive health checks and system tuning to optimize performance. Manage application-related batch jobs, API integrations, and scheduled processes. Incident, Problem & Change Management Follow ITIL-based processes for incident, problem, and change management. Participate in root cause analysis (RCA) and create knowledge base documentation. Maintain acceptable KPIs for support requests. Collaboration & Documentation Work closely with Level 3/development teams to implement fixes or enhancements. Maintain accurate documentation of configurations, procedures, and known issues. Support cross-functional teams during upgrades, migrations, and disaster recovery testing. Provide high quality data for reporting with regards to accuracy of information and available ticket fields and tagging. Other Job Duties and Responsibilities: Performs other related duties as assigned. Comply with all company policies and procedures. Maintain regular and punctual attendance. Supervisory Responsibilities: This position is an individual contributor. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Technical Skills: Proficiency in Java/J2EE application support and troubleshooting. Experience with AWS services: EC2, S3, RDS, ECS, Lambda, CloudWatch, IAM. Familiarity with SQL (MySQL, PostgreSQL, or Oracle) and NoSQL databases. Familiarity with MongoDB servers Knowledge of CI/CD tools (Jenkins, GitLab, or AWS CodePipeline). Basic scripting skills (Python, Bash, or PowerShell) for automation. Education and/or Experience: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience). 3+ years of application support or systems analysis experience in enterprise environments. Technical Skills: Proficiency in Java/J2EE application support and troubleshooting. Experience with AWS services: EC2, S3, RDS, ECS, Lambda, CloudWatch, IAM. Familiarity with SQL (MySQL, PostgreSQL, or Oracle) and NoSQL databases. Familiarity with MongoDB servers Knowledge of CI/CD tools (Jenkins, GitLab, or AWS CodePipeline). Basic scripting skills (Python, Bash, or PowerShell) for automation. Certificates, Licenses, Registrations: None required; AWS or ITIL certifications are a plus. Work Complexity: Problems and issues faced are general, and may require understanding of broader set of issues but typically are not complex. May require familiarity with the financial/mortgage (or job-specific) industry. Problems require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Essentials delivers cost-effective IT solutions so customers can focus on growing their business. Join this group of top-tier IT professionals dedicated to providing more for less—stabilized infrastructure, rock-solid networks, strengthened cybersecurity, modernized business operations, and crisis management and continuity.