Senior Application Support Engineer

RESPONSIBILITIES
- Manage support teams addressing incidents, alert notifications, and pages in ServiceNow
- Participate in the KT, shadowing, and reverse shadowing with our associates, and document the actions taken, resolutions, and next steps (including RCA) in the knowledge base we are building in ServiceNow
- Create / update documentation
- Perform both proactive and reactive monitoring, and resolve risks and issues
- Perform incident management, problem determination, workaround resolution, root cause analysis
- Participate in Major Incident Handling (bridge) calls
- Build and maintain KEDB
- Identify (tag) opportunities for automation and add permanent fixes based on incident metrics
- Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities
- Work closely with other teams (internal/external) to ensure consistency in day-to-day supp...