Senior SMAX Support Engineer

Your tasks

We are seeking an experienced Senior IT Application Support Engineer to provide end-to-end support for business-critical enterprise applications across cloud and on-premises environments. The role will be responsible for incident management, problem resolution, production support, Production deployment, operational governance, and stakeholder engagement to ensure high service availability and operational excellence.

• Provide Level 1 / Level 2 / Level 3 application support for enterprise applications and digital platforms.

• Lead incident investigation, troubleshooting, service restoration, and root cause analysis (RCA).

• Onsite hands-on support experience to fix digital signage device issues

• Support application deployments, patches, upgrades, configuration changes, maintenance activities, backups, and operational health checks while adhering to change management processes.

• Collaborate with business users, infrastructure teams, developers, vendors, and external service providers to ensure effective issue resolution and service delivery.

• Monitor application performance, integrations, databases, and infrastructure dependencies.

• Support 24x7 operational environments and drive continuous service improvements.

• Create and maintain technical documentation, knowledge articles, operating procedures, application configurations, and support runbooks to improve support efficiency and knowledge retention.

• Ensure adherence to SLA commitments and escalation procedures.

• Prepare operational reports, incident summaries, SOPs, knowledge articles, and management updates.

• Manage change requests, patches, configuration updates, and production releases.

• Prepare operational reports on application performance, incident trends, service levels, security access reviews, and support activities while driving continuous improvement and automation initiatives.

Requirements

Required Skills & Experience

• 10+ years of experience in Application Support, Production Support, Digital Operations in AMS environments.

• Expertise in Incident, Problem, Change, and Service Request Management, and Excellent understanding of ITIL-aligned support processes.

• Hands-on experience supporting applications hosted on Microsoft Azure and AWS, virtualization, and application deployments.

• Expertise with application monitoring, troubleshooting, log analysis, and performance tuning.

• Strong stakeholder management and vendor coordination skills, experience managing critical incidents and major outage communications.

Cloud Platforms

• Microsoft Azure , AWS

Application Technologies

• Java / J2EE, C# / .NET, Node.js, REST APIs

Databases

• Microsoft SQL Server, MongoDB, Cosmos DB

ITSM Tools

• OpenText SMAX ticketing tool

• Git , Visual Studio, IntelliJ

Preferred Qualifications

• ITIL Foundation Certification

• AWS and Azure Certification

• Experience supporting government, enterprise, or mission-critical systems

• Experience in cloud migration, production cutover, and application modernization projects