Application Support Engineer, Quality Assurance Engineer (manual)

Overview

Looking for full-time work (8 hours/day)

at $8.44/hour ($1,600.00/month)

Bachelors degree

Last Active

March 23rd, 2026 (85 days ago)

Member Since

August 25th, 2024

Profile Description

Senior L2 Application Support Engineer with extensive experience in production operations, major incident management (P1/P2), release leadership, performance testing, and database support. Proven track record as Shift Lead, Hotfix Lead, and Performance Test Lead, driving system stability, proactive monitoring, and cross-functional coordination to ensure high availability of business-critical applications.


Key Responsibilities & Leadership Scope:


* Production Support & Advanced Troubleshooting

-Provide senior-level L2 support for mission-critical applications with strict SLA compliance.
-Lead investigation of high and critical (P1/P2) production issues and act as main contributor during bridge calls.
-Perform deep log and performance analysis using Kibana (CPU, Memory, Disk Space, Business KPIs, uptime, Redis, IIS performance, login attack monitoring, Load Balancer health).
-Monitor and troubleshoot RabbitMQ queues to prevent transaction failures and processing delays.
-Conduct system health checks, job monitoring, and infrastructure validation.

* Leadership & Coordination
• Act as Shift Lead, managing workload distribution, escalation handling, and operational stability.
• Create and manage 3rd-level support schedules to ensure 24/7 escalation coverage.
• Serve as primary coordination point between Development, QA, and Infrastructure teams (GitHub collaboration).
• Support CMS and MyAffiliates platforms including user access management and functional guidance.

* Incident & Problem Management

-Manage and resolve P1/P2 incidents using JIRA and ITSM tools within defined SLAs.
-Lead major incident bridge calls and prepare detailed P1 incident reports with Root Cause Analysis (RCA).
-Create structured escalation matrix and 3rd-level support schedules to ensure continuous coverage.


* Release, Hotfix & Change Management

-Act as Hotfix Master/Lead – prepare detailed deployment plans and execute controlled production releases.
-Lead iCore releases, database maintenance, and patch implementation activities.
-Serve as Windows Patching Lead ensuring infrastructure security compliance.
-Perform post-deployment validation and system stability checks.

* Performance Testing & QA

-Act as Performance Test Lead coordinating test cycles and validating system benchmarks.
-Perform QA testing and regression validation using TestRail and BrowserStack.
-Ensure system readiness before production deployments.

* Database & Technical Operations

-Execute complex SQL queries and create/run One-Time Execution (OTE) scripts using Microsoft SQL Server Management Studio.
-Monitor SQL jobs and validate DB integrity.
-Monitor Oracle databases using Oracle DB monitoring tools and manage schema comparisons/deployments via Redgate.
-Perform database maintenance during releases and hotfix deployments.

* API & Integration Support

-Test and validate APIs using Postman and Swagger.
-Investigate integration failures and coordinate with development teams via GitHub.

* Monitoring & System Stability

-Monitor uptime via Pingdom and Load Balancer dashboards.
-Track business KPIs and production metrics to ensure operational continuity.
-Detect login attacks, abnormal traffic patterns, and system anomalies.


* User & Stakeholder Management

-Manage user access control and provide product training to end-users and clients.
-Act as Trainer for new employees and cross-functional teams.
-Provide knowledge transfer sessions and product walkthroughs.
-Maintain documentation and reports using Excel and SharePoint.

* Documentation & Reporting
• Prepare detailed P1/P2 reports, SLA metrics, and performance dashboards using Excel.
• Maintain knowledge base documentation and operational records in SharePoint.
• Coordinate stakeholder communication via Microsoft Teams, Slack, Telegram, Google Chat, Viber, and Outlook.