Senior Production Support for Platform

We are seeking a Mid to Senior Production Support Engineer with experience in supporting enterprise platforms, especially those built on Appian to ensure the stability, efficiency, and scalability of our business-critical applications. You will be responsible for monitoring systems, investigating and resolving incidents, managing deployments, and ensuring SLA compliance across environments. This role requires strong problem-solving abilities, technical insight, and cross-team collaboration skills.

JOB DESCRIPTION

• Provide product and service production support ensuring effective end-to-end functionalities under the supervision of the Application Support Manager.
• Analyze and troubleshoot Appian-specific incidents, including process model errors, task failures, integration issues, and user access problems.
• Create and monitor performance metrics reports to identify improvement opportunities.
• Consult with the development team, level 3 support, internal clients, and external clients to improve product or service performance.
• Establish the root causes of incidents and escalating serious concerns to service management.
• Assist in the creation and maintenance of runbooks, MOPs (Methods of Procedure), and knowledge base articles.
• Code migration and deployments across environments to ensure continued and synchronized functionality.
• Lead the implementation of patches, parameter changes, fixes, and maintenance activities.
• Review and assess service transition documents and activities.
• Provide training and guidance to junior members of the team.
• Assist the application support manager in monitoring tickets and maintaining SLA (Service Level Agreement) compliance.

QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2-5 years of experience in application support, preferably with L2 support experience
• Hands-on experience with the Appian platform, including monitoring, troubleshooting, and environment support.
• Working knowledge of SQL databases, data transformation, network configurations, operating systems, and infrastructure (cloud and on-premises).
• Working knowledge of front-end and back-end programming languages, such as Java, .NET, ReactJS, JavaScript, Kotlin, Swift, Flutter.
• Demonstrable experience as an application support engineer in a related field.
• Ability to keep up with innovation in application design.
• Exceptional ability to provide front-end support to internal departments and web-based clients.