App Support Engineer Web-based Sr

Application Support Onsite Lead

Senior technology professional with 8+ years of experience supporting mission-critical enterprise applications. Proven expertise in Application Support, Production Operations, Incident Management, Major Incident Coordination, Problem Management, Root Cause Analysis, Release Management, Disaster Recovery, Service Governance, and Continuous Improvement. Strong leadership skills with extensive experience coordinating cross-functional teams, executive stakeholders, and distributed support organizations.

Core Competencies
• L2/L3 Application Support
• Major Incident Management
• Service Governance
• Root Cause Analysis
• Release & Change Management
• Disaster Recovery
• Stakeholder Management
• Operational Reporting

Technical Expertise
• .NET / C#
• AWS (ECS, EC2, S3, DynamoDB, ElastiCache)
• PostgreSQL
• Solace and MQ
• Dynatrace
• BigPanda
• ServiceNow
• Harness CI/CD

Key Responsibilities
• Lead P1/P2 incident response and recovery coordination
• Manage escalation and stakeholder communications
• Oversee problem management and RCA delivery
• Coordinate release readiness reviews and production validations
• Support vulnerability remediation planning and tracking
• Lead DR testing participation and operational readiness reviews
• Ensure runbooks, procedures, and knowledge articles remain current
• Present operational metrics, SLA performance, and continuous improvement recommendations to United stakeholders

Leadership Experience
• Managed geographically distributed support teams across onshore, nearshore, and offshore locations
• Acted as primary customer-facing lead for critical business applications
• Drove operational governance meetings, service reviews, and escalation management
• Led transition and knowledge transfer activities for application support services

Certifications (Desired)
• ITIL Foundation
• AWS Cloud Practitioner or Associate
• PMP or Scrum Master (Preferred)