Senior Application Support Engineer - LMS FinnOne

Position Overview

This role involves leading the support team covering Levels 1 through 3 for maintaining the stability and availability of non-core applications. The incumbent will oversee end-of-day and beginning-of-day batch job operations, ensure disaster recovery preparedness, and continuously monitor database and application health. Collaboration with Engineering, DevOps, Infrastructure, and Business units is crucial to foster platform reliability through preventive measures, automation, and governed processes.

Key Responsibilities

• Maintain a minimum 99% uptime for non-core applications via daily health assessments and proactive alerts, aiming to avoid any unexpected downtimes.
• Manage EOD/BOD and scheduled batch jobs with a success rate of at least 98%, generating detailed job status reports and pursuing a yearly reduction of at least 20% in batch failures.
• Handle incidents and problem management by resolving at least 95% of issues within SLA, reducing mean time to recovery (MTTR) by 20%, and eliminating repeated incidents through preventative strategies.
• Ensure 100% success in disaster recovery drills with flawless switchover and fallback procedures; update disaster recovery documentation quarterly.
• Monitor API gateway performance to achieve greater than 98% success rate, track latency, timeouts, and circuit breaker events, and guarantee timely certificate renewals.
• Lead and coordinate the support team with daily task assignments, conduct weekly root cause analysis sessions, deliver training, and foster skill development to boost stakeholder satisfaction ratings to at least 4.3 out of 5.
• Oversee release preparedness and govern change management to ensure 100% validation pre- and post-deployment, maintain a change success rate above 98%, and comply fully with Change Advisory Board (CAB) requirements and documentation.