Role purpose 

Provide hands-on L2/L3 support for multiple applications, absorb knowledge quickly during transition, and contribute to automation, modernization and consolidation work that keeps the portfolio stable with a lean team. 

Key responsibilities 

Transition 

• Participate actively in knowledge transfer, shadow and reverse-shadow; take ownership of assigned applications. 

• Create and update runbooks, SOPs, architecture diagrams and knowledge articles. 

Incident, defect & task management 

• Resolve L2/L3 incidents within SLA across several applications. 

• Analyze, fix and test defects, including regression testing and release coordination. 

• Deliver tasks raised by the client (configuration changes, data fixes, small enhancements, reports, access requests), with estimates and status updates. 

• Keep tickets accurately updated in ServiceNow/Jira, with clear resolution notes and knowledge articles. 

Application support 

• Act as primary owner for a group of applications. 

• Perform root cause analysis, bug fixes, minor enhancements, patches and configuration changes. 

• Execute deployments, releases and change requests following change management. 

• Monitor application health, performance, batch jobs and integrations; act proactively on alerts. 

• Participate in on-call and major incident resolution for Critical/High applications. 

Modernization, merging & innovation 

• Contribute to upgrades, re-platforming, containerization and cloud optimization. 

• Support data and functional migration when applications are merged or decommissioned. 

• Build scripts and automations that eliminate manual and repetitive support tasks. 

• Propose improvements and use GenAI/AI tools to speed up diagnosis and documentation. 

Team building 

• Act as anchor for a sub-team (pod): help interview, onboard and mentor new engineers joining your application group. 

• Pass on knowledge so new engineers become productive quickly. 

Required qualifications & skills 

• Hands-on development/support experience in .NET/.NET Core and/or Java; working knowledge of JavaScript (Angular/React) or PHP. 

• AWS experience (compute, containers, serverless, databases, CloudWatch); GCP/Azure a plus. 

• Strong SQL skills (SQL Server, MySQL); MongoDB is a plus. 

• Experience with REST APIs, integrations and troubleshooting distributed systems. 

• Familiarity with CI/CD, Git, Docker/Kubernetes and scripting (Python, PowerShell or Bash). 

• ITIL-aligned support experience using ServiceNow or similar. 

Nice to have 

• AWS Developer/SysOps or Kubernetes certifications. 

• Experience supporting SaaS/COTS products and web platforms (WordPress, Shopify). 

• Media, music or entertainment domain knowledge. 

Core competencies 

• Ownership mindset and calm under pressure in high-impact incidents. 

• Fast learner able to support many applications with varied technologies. 

• Clear written and verbal communication in English with business and technical stakeholders. 

• Continuous-improvement and automation-first thinking.