Senior SMAX Support Engineer
Role Overview
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.
Key Responsibilities
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.
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.
Technical Skills
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