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Application Support Level 3

  • Ohio, Blue Ash

  • 08/27/2026

  • Contract

  • Active

Job Description:

  • Job Summary
    We are seeking an Application Support Level 3 professional to support a Next Generation Point of Sale (NGPOS) platform within an engineering organization. This role combines application support, site reliability, operations, incident management, and software development responsibilities, with close collaboration with development teams throughout the SDLC. The ideal candidate will demonstrate strong problem-solving, curiosity, technical judgment, and the ability to manage production issues under pressure. This is an onsite position in Blue Ash, OH, five days per week, with travel required for new go-lives, pilots, and rollouts and participation in a scheduled 24x7 on-call rotation.

    Key Responsibilities
    • Provide Level 3 application support, site reliability, and operations support for the NGPOS platform.
    • Partner with cross-functional teams to expedite issue resolution and manage incidents according to established SLAs.
    • Support and maintain applications and infrastructure, including scheduled off-hours support as required.
    • Lead P1/P2 incident bridges and coordinate major incident response through resolution.
    • Own incident and problem management activities, including root cause analysis and post-incident reviews.
    • Test infrastructure and application changes to validate functionality, stability, and production readiness.
    • Establish priorities and develop functional and programming specifications for application enhancements and modifications.
    • Participate in application technical design processes and design, code, and unit test application changes using SDLC best practices.
    • Complete estimates and work plans for design, development, implementation, and rollout activities.
    • Monitor systems, consoles, and performance to identify service interruptions, degradation, or delays.
    • Address and resolve infrastructure and application system failures.
    • Execute, document, and report break/fix changes, service requests, and support activities.
    • Maintain operational procedures, processes, and scripts to support infrastructure stability.
    • Champion engineering standards and continuously improve software delivery and operational processes.
    • Build effective partnerships across application, business, and infrastructure teams.
    • Independently execute large projects and provide guidance to other analysts supporting project activities.
    • Collaborate with developers throughout the SDLC and contribute to Agile refinement and QA activities.
    • Communicate technical issues and solutions effectively between business users and technology teams.

    Required Qualifications
    • Experience providing Level 3 application support, operations, site reliability, or software engineering support.
    • Demonstrated experience leading P1/P2 incident bridges and major incident response.
    • Strong incident and problem management skills, including root cause analysis and post-incident reviews.
    • Ability to prioritize and resolve competing support, testing, and operational requirements under pressure.
    • Strong troubleshooting and problem-solving skills.
    • Experience supporting application and infrastructure changes through testing, deployment, and production.
    • Ability to develop or maintain functional and technical specifications for application enhancements.
    • Experience with SDLC practices, including design, development, testing, and implementation.
    • Strong oral and written communication skills.
    • Ability to collaborate effectively with business, application, development, and infrastructure teams.
    • Willingness to participate in a scheduled 24x7 on-call rotation.
    • Ability to work onsite five days per week in Blue Ash, OH.

    Preferred Qualifications
    • Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
    • Experience supporting enterprise Point of Sale systems.
    • Experience with Java; exposure to Go is a plus.
    • Experience with SQL or NoSQL databases such as MongoDB.
    • Scripting experience with Shell, PowerShell, or Python.
    • Experience with ITSM, monitoring, or observability tools such as ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent platforms.
    • Familiarity with payment card security standards such as PCI-DSS.
    • Familiarity with Agile methodologies.
    • Experience serving as a Scrum Master or supporting Scrum activities.
    • Experience challenging and improving Agile practices, refinement processes, QA activities, and definitions of done.
    • Experience working directly with developers within an engineering organization.
    • Experience supporting production systems during go-lives, pilots, and enterprise rollouts.

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