Job Description

Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Next Generation Point of Sale (NGPOS) platform
This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo
We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply
In office, Blue Ash, OH 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts
Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives
Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required
Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus
Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus willingness to learn these on the job matters more than prior mastery
Interest in or willingness to learn payment card security standards (PCI-DSS)
Excellent oral and written communication skills; able to translate between business users and Technology teams
Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
Accountable for driving support tickets and emails to resolution
Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties

Key Responsibilities

Partner with cross-functional teams to expedite issue resolution and manage to SLAs
Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
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; design, code, and unit test application changes using SDLC best practices
Complete estimates and work plans for design, development, implementation, and rollout tasks
Monitor systems, consoles, and 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; follow documented processes to ensure infrastructure stability
Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
Champion engineering standards and continuously improve software delivery processes
Build partnerships across application, business, and infrastructure teams
Independently execute large projects and lead other analysts in completing projects

Application Support Analyst

Key skills

About this role