Job Summary
The Lead Application Support Specialist is responsible for providing hands-on production support, incident triage, troubleshooting, and operational support for critical on-premises and hybrid applications, with a strong emphasis on Sitefinity-supported applications. The role serves as a technical escalation point for complex application issues, working across application, server, database, middleware, infrastructure, security, and authentication layers to identify root causes and restore services quickly. The specialist collaborates with business users, application teams, infrastructure, security, and vendors and participates in Incident, Major Incident, Change, Problem, and Vulnerability Management processes using ServiceNow.
Key Responsibilities
• Provide production application support and incident triage for critical on-premises and hybrid applications, including applications utilizing Sitefinity.
• Troubleshoot Sitefinity application issues involving availability, configuration, performance, integrations, authentication, and underlying infrastructure dependencies.
• Serve as an escalation point for complex application incidents and coordinate troubleshooting across application, infrastructure, database, security, and vendor teams.
• Monitor application health and services, assess production issues, determine business impact, and drive incidents toward resolution.
• Perform root cause analysis (RCA) for recurring and high-impact application incidents.
• Troubleshoot application issues across Windows and Linux servers, IIS, Apache, Tomcat, SQL databases, NAS storage, APIs, and middleware components.
• Investigate SOAP and REST API connectivity and integration issues affecting applications.
• Support application authentication and access issues involving Okta/MFA and CyberArk.
• Manage application configuration, upgrades, patching, maintenance, and migrations.
• Support OS/server upgrades and VCF/private-cloud migrations from an application-impact perspective.
• Participate in Major Incident Management, providing technical troubleshooting, escalation, stakeholder communication, and post-incident follow-up.
• Manage incidents according to priority and ensure SLA response and resolution targets are addressed.
• Identify recurring incidents, document known errors and workarounds, and collaborate with technical teams to implement permanent solutions.
• Execute application changes during scheduled maintenance windows and perform post-implementation validation.
• Support vulnerability remediation, including investigating and addressing application and server vulnerabilities identified through Qualys.
• Participate in disaster recovery exercises and validate critical application functionality during DR testing.
• Create and maintain technical documentation, troubleshooting guides, runbooks, and application support procedures.
• Communicate application incidents, risks, outages, and resolution status clearly to technical teams, business stakeholders, and vendors.
• Participate in an on-call rotation and perform off-hours application changes when required.
Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
• 6+ years of application support, production support, or IT operations experience.
• Hands-on experience supporting and troubleshooting Sitefinity applications or environments.
• Strong experience in application incident triage and production troubleshooting.
• Ability to troubleshoot issues across multiple technical layers, including applications, servers, middleware, databases, APIs, authentication, and infrastructure.
• Working knowledge of Windows/Linux, IIS, SQL, and web/application middleware technologies.
• Strong understanding of ITIL Incident, Change, and Problem Management processes.
• Strong analytical and root cause analysis skills.
• Ability to communicate technical issues effectively with business users, technical teams, leadership, and external vendors.
• Strong documentation and knowledge-management skills.
Preferred Qualifications
• Experience supporting business-critical Sitefinity applications.
• Experience with application monitoring and production support environments.
• Experience with vulnerability management and security remediation.
• Experience with Qualys.
• Experience with Jira and/or Rally.
• Experience supporting application migrations, server upgrades, or private-cloud environments.
• Experience participating in Major Incident Management and disaster recovery processes.
Key Competencies
• Strong application troubleshooting and incident triage skills.
• Ability to take ownership of issues through resolution.
• Strong customer focus.
• Ability to prioritize incidents based on severity and business impact.
• Strong collaboration across application, infrastructure, database, and security teams.
• Clear technical and business communication.
• Strong attention to detail.
• Ability to work effectively during production outages and high-priority incidents.
• Willingness to participate in on-call rotations and scheduled off-hours changes.
