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Job Summary
The Application Support Level 3 professional will provide Level 3 support, site reliability, and operations engineering for a Next Generation Point of Sale (NGPOS) platform. This role is embedded within the engineering organization and partners directly with developers throughout the Software Development Life Cycle (SDLC). The position focuses on major incident management, root cause analysis, production troubleshooting, application support, infrastructure stability, and continuous improvement across cloud, on-premises, and Point of Sale environments.
Key Responsibilities
• Provide Level 3 application support, site reliability, and operational support for the NGPOS platform.
• Partner with developers and cross-functional teams throughout the SDLC to expedite issue resolution and manage service level agreements (SLAs).
• Support and maintain infrastructure and applications, including off-hours support as required.
• Participate in a scheduled on-call rotation, including nights, weekends, and holidays, to support 24x7 operations.
• Provide onsite support for new go-lives, pilots, and rollouts, including travel as required.
• Drive major incident response and coordinate resolution of critical production issues.
• Own incident and problem management activities, including root cause analysis and post-incident reviews.
• Drive corrective actions identified through root cause analysis through resolution and closure.
• Troubleshoot production issues across cloud, on-premises, and Point of Sale environments.
• Analyze logs, dashboards, monitoring tools, and system performance to identify and resolve service interruptions or delays.
• Test infrastructure and application changes.
• Establish priorities and develop functional and programming specifications for application enhancements and modifications.
• Participate in the application technical design process and design, code, and unit test application changes using SDLC best practices.
• Complete estimates and work plans for design, development, implementation, and rollout activities.
• Monitor systems, consoles, and application performance for service interruptions or delays.
• Address and resolve infrastructure system failures.
• Execute, log, and report break/fix changes, service requests, and support activities.
• Maintain operational procedures, processes, and scripts to support infrastructure stability.
• Champion engineering standards and continuously improve software delivery processes.
• Build effective partnerships across application, business, and infrastructure teams.
• Drive support tickets and emails through resolution.
• Participate in Agile activities and contribute to refinement and QA processes.
• Provide input on Agile best practices and definitions of done during refinement and QA.
• Independently execute large projects and lead other analysts in completing projects.
Required Qualifications
• Experience with Major Incident Management, including leading or driving critical production incidents through end-to-end resolution.
• Experience with Root Cause Analysis (RCA) and Problem Management using structured methodologies such as 5 Whys, fishbone analysis, or timeline reconstruction.
• Experience driving corrective actions resulting from root cause analysis through closure.
• Strong production troubleshooting skills across mixed technology environments.
• Ability to analyze logs, dashboards, and monitoring data to diagnose production issues.
• Ability to troubleshoot across cloud, on-premises, and store/POS environments.
• Excellent oral and written communication skills with the ability to communicate effectively between business users and technology teams.
• Strong problem-solving skills and sound judgment under pressure.
• Ability to prioritize competing support, testing, and operational responsibilities.
• Willingness to participate in a scheduled on-call rotation for 24x7 support.
• Willingness to work onsite in Blue Ash, OH, five days per week and travel as required for go-lives, pilots, and rollouts.
Preferred Qualifications
• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• Experience in application support, operations, or engineering.
• Exposure to Point of Sale systems in enterprise environments.
• Experience with Java; knowledge of Go is a plus.
• Exposure to SQL or NoSQL databases such as MongoDB.
• Experience with scripting languages such as Shell, PowerShell, or Python.
• Exposure to ITSM, collaboration, and monitoring tools such as ServiceNow, Jira, Confluence, Splunk, Grafana, Dynatrace, or equivalent technologies.
• Familiarity with or willingness to learn payment card security standards, including PCI-DSS.
• Familiarity with Agile processes.
• Scrum Master experience is a plus.
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