Rose's Agency - Tampa, FL
posted 4 months ago
The Application Support Engineer is a seasoned role that requires a deep understanding of application development and support. This position involves applying disciplinary knowledge to contribute to the development of new techniques and the improvement of processes and workflows within the function. The engineer will integrate subject matter and industry expertise within a defined area, requiring a comprehensive understanding of how various areas collectively integrate within the sub-function and contribute to the overall business objectives. The role demands the evaluation of moderately difficult and variable issues that have substantial potential impact, necessitating the development of approaches and actions that involve weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Analytical skills are crucial for filtering, prioritizing, and validating potentially difficult material from multiple sources. Communication and diplomacy skills are essential, as the engineer will regularly assume leadership roles within teams and be involved in coaching and training new recruits. The individual will have a significant impact on project size and geography by influencing decisions through advice, counsel, and facilitating services to others in their area of specialization. In this role, the engineer will perform technical operational tasks on a routine basis within the Operational Level Agreement (OLA). Responsibilities include troubleshooting issues reported by users and self-detected issues within Service Level Agreements (SLA), independently resolving all known issues and 80% of newly occurred issues, including data investigations. The engineer will monitor and recover all processes, maintain environment stabilities, and coordinate with Level 3 and Development teams to resolve issues in the production environment while providing feedback. Additionally, the engineer will collect environment improvement points and provide a plan to the Development team and application owners, plan and coordinate release knowledge sharing, migrations, and disaster recovery documentation, and provide knowledge and support training for new team members. The engineer will also develop support scripts and simplify issue investigation scripts, taking the lead on new implementations and rollouts.