Job Description

Description The Application Support Engineer Level 2 will be responsible for providing enterprise-wide troubleshooting of application issues. The application support engineer will also coordinate internal resources for applying fixes to recurring incidents and issues, and to initiate processes for ongoing application performance monitoring and management. This position will be the first part of this growing team to support 24x7x365 mailing services. This team will be a shift based team with possible on-duty pager rotation. The Application Support Level 2 team will provide customer focused service providing the second line of support for internal customers and working on escalated tickets from the Application Support Level 1 team. This team will manage requests and facilitate resolution to service requests and incidents across the operational teams. The Application Support team is responsible for managing ticket queues of incoming service and ensuring tickets are handled within established SLAs. The Application Support team is responsible for monitoring and maintaining the production environment that drives our business. This team must actively monitor and test systems to ensure availability and delivery of mailing services. Issues identified will be resolved by the Application Support team or escalated when appropriate. Responsibilities 1. Acts as second tier in alert response and incident resolution. 2. Acts as second tier in identifying production related incidents and issues. This includes detection of system, application, or performance degradation or unavailability. 3. Tracks the resolution of any system or application problems. 4. Escalates outage and other production interruptions to appropriate individuals/groups. 5. Employs production monitoring tools to ensure that all systems & applications are running and have as close to 100% availability as possible. 6. Provide advanced troubleshooting to identify the infrastructure element or application bug related to an incident or service request. 7. Ensures effective communication to internal customers. 8. Manages incidents and service requests to resolution. Monitor and manage ticket queues across operational teams to ensure that SLA’s are met Knowledge, Experience & Qualifications . Degree of college education in a technical career or BA/BS in technical discipline. 2. 3 – 4 years operations support experience in a high-availability environment. 3. 3 – 4 years experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, etc. 4. 3 – 4 years experience of Windows production environments, networking and security concepts. 5. 3 – 4 years experience of database concepts (MSSQL) and general web technologies preferred (HTML, XML, API). 6. Ability to perform well in fast-paced, high-pressure environment. 7. Outstanding English communication skills, both verbal and written and strong customer focus. 8. Experience with NOC tools including ticket systems and monitoring systems and strong understanding of SLA’s. 9. Experience with ITIL/ITIL Foundation certificate preferred.

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