JOB DESCRIPTION: Senior Enterprise Application Support Engineer

CLASSIFICATION:  Exempt

JOB SUMMARY

As a member of the Enterprise Technical Services team, a Senior Enterprise Application Support Engineer will play a critical role in ensuring the stability, performance, and optimal functionality of our enterprise-level applications. You will collaborate with cross-functional teams, providing expert-level support and troubleshooting to address complex issues and enhance the overall user experience. The ideal candidate will have a proven track record of managing and supporting large-scale applications, possess excellent problem-solving skills, and be adept at working in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

?       Design, implement, and maintain enterprise applications to ensure optimal performance, security, and scalability

?       Customize and configure workflows, dashboards, and reports for our Enterprise Applications to meet the specific needs of different teams within the organization

?       Provide expert-level support for enterprise applications, addressing and resolving complex technical issues

?       Collaborate with development and infrastructure teams to troubleshoot and resolve application-related incidents promptly

?       Monitor the performance of critical applications, identifying and addressing potential bottlenecks or areas for improvement

?       Implement performance optimization strategies to enhance the overall efficiency of enterprise applications

?       Lead incident response efforts for Enterprise Applications, including root cause  analysis and the implementation of corrective measures to prevent recurrence

?       Develop and maintain incident response plans and documentation

?       Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to ensure seamless integration and functionality of enterprise applications

?       Maintain comprehensive documentation for troubleshooting procedures, configurations, and best practices

?       Provide training and knowledge transfer to junior support staff

?       Identify opportunities for process improvement and automation to enhance the efficiency of application support operations

?       Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions

REQUIRED SKILLS AND ABILITIES  

• In-depth knowledge of Confluence and Jira administration, customization, and optimization.

• Familiarity with the Big Picture plugin for Jira and its integration with project management processes.

?       Experience with open-source CRM application configuration and support.

?       Familiarity with the support of Confluence and Jira database layer.

?       Experience with Linux distributions, preferably CentOS, Ubuntu, and Red Hat, preferred.

?       Ability to troubleshoot operational performance issues

?       Experience with monitoring tools such as SolarWinds, Zabbix, and Datadog

?       Ability to effectively manage multiple tasks and projects simultaneously

?       Demonstrated ability to adapt quickly to changes in workload demands to support the business

?       Demonstrated ability to stay focused on projects from inception to completion

?       Ability to effectively prioritize workload based on urgency levels and short timeline

?       Ability to communicate system related issues and resolutions properly and effectively

?       Ability to work and collaborate with remote vendors and smart hands to assist in troubleshooting

?       Ability to work well independently and collectively in a collaborative environment

?       Ability to recognize when to escalate unresolved issues to the appropriate channels

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

?       Bachelor’s degree in Computer Science, Information Technology or combination of associate degree and equivalent years of experience (or related area) preferred

?       Proven experience (8+ years) in supporting enterprise-level applications in a senior or lead capacity.

Relevant certifications such as Atlassian Certified Professional (ACP) are highly desirable.