Application Support Engineer

SPECTRAFORCE · Newark, Delaware

FULL TIME

Job Description

Job Title: Application Support Engineer

Location

Newark, NJ – Hybrid (3 days onsite per week)

Duration: 12 months (contract to Perm Hire)

About Role

We are seeking an experienced Application Support Engineer to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.

Key Responsibilities

Incident Management and Resolution

Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates.

Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions.

Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs).

Coordinate resolution and follow ups with dependencies outside immediate team.

Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base Team Leadership and Coordination.

Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing.

Foster a strong ownership mindset within the team, ensuring accountability for system health and stability.

Monitoring and Alerting

Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues.

Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams Process and Documentation.

Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures.

Establish best practices for incident response, including communication templates and decision frameworks.

Stakeholder Communication

Serve as the primary point of contact for production issues affecting client experiences

Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.

Continuous Improvement

Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.

Drive initiatives to enhance system reliability, scalability, and performance.

Qualifications and Skills

Proven experience in a production support leadership role for client facing applications.

Strong understanding of incident management frameworks.

Proficiency in troubleshooting application, database, and infrastructure issues.

Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc.

Familiarity with incident management platforms such as ServiceNow.

Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders

Excellent problem solving skills and a calm, solution-focused approach under pressure.

Experience working in AWS

Familiarity with CI/CD pipelines and release management processes

Preferred

Background in software development or scripting for automation.

Previous experience in the financial services industry Success Metrics

MTTA

Mean time to acknowledge

MTTR

Mean time to resolve

Stakeholder satisfaction with incident communication

Knowledge base usage rate and coverage

Number of issues handed over to L1/L2, EMKT teams

Measure # of system identified vs user reported alerts and trends over time

Enhancements and alerts requested

Minimize # of user reported incidents

Measure incidents resolved with L1/L2 without app support team

Reduction in resolution times due to documented processes

Company	SPECTRAFORCE
Location	Newark, Delaware
Type	FULL TIME
Niche	Full-time

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