SENIOR ENGINEER - Performance Monitoring

Job description

**Application Support** **Key Responsibilities** - Incident Management (Primary Responsibility) - Investigate and resolve application‑related incidents, including: - Application errors - Batch / job failures - Service stop/start issues - Import/export and archive failures - Respond to alerts generated via Dynatrace (synthetic and infrastructure‑triggered) and validate whether the issue is application‑specific. - Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks. - Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool. **Monitoring & Alert Handling** - Analyze Dynatrace alerts related to: - Synthetic monitoring failures - Application availability degradation - Backend service dependency failures - Work with NOC to distinguish application issues vs infrastructure/network issues. - Reduce repeat incidents by identifying alert patterns and contributing factors. **Service Requests** - Fulfill application‑related service requests, such as: - Production support requests - Application configuration changes - Access validation coordination (with Directory Services) - Coordinate with business and upstream teams to ensure completeness and SLA adherence. **Change & Release Support** - Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates). - Perform pre‑change and post‑change validation to ensure application health. - Assist in rollback or recovery actions if post‑change issues are detected. - Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity. **Collaboration & Escalation** - Work closely with: - DBA Operations for database job failures and data issues - Infrastructure/Backup for storage or backup dependencies - Network Engineering for connectivity or firewall‑related issues - NOC for initial triage and monitoring alignment - Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence. **Documentation & Continuous Improvement** - Maintain application runbooks, SOPs, and validation checklists. - Participate in root cause analysis (RCA) and post‑incident reviews. - Identify opportunities to improve stability, monitoring accuracy, and operational readiness. **Technologies & Tools** - Dynatrace (Synthetic Monitoring, Application health, alerts) - Windows Services and scheduled jobs - Application support in production environments - ITSM tools (ServiceNow preferred) - Log analysis and troubleshooting tools **Good to Have** - Exposure to SQL Server (for coordination with DBA teams) - Understanding of application dependencies on storage (NAS paths, backups) - Experience supporting vendor‑hosted or third‑party applications - Familiarity with release and change management processes **Skill Level Required** - L2 Application Support - Independently resolve standard application incidents and requests - Execute runbooks and participate in change activities - L3 exposure preferred - Advanced troubleshooting - RCA ownership - Vendor coordination and problem management **Applications Supported** ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more Application Monitoring,Change Management,Application Support & Incident Management,Dynatrace,RCA & Documentation,ITSM & Process Knowledge,Application Support,Banking Software