Application Support Level 3 (L3 Support / Site Reliability Engineer)

We are seeking an Application Support Level 3 (L3 Support / Site Reliability Engineer) to support a next-generation Point of Sale (POS) platform. This role is embedded within the engineering team and works closely with developers throughout the Software Development Life Cycle (SDLC). The ideal candidate is a strong problem solver with excellent troubleshooting skills, experience handling production incidents, and a passion for improving system reliability. Candidates should be comfortable working in a fast-paced production environment, participating in on-call support, traveling for new store deployments, and collaborating with cross-functional teams to ensure high system availability. Required Qualifications, * Provide Level 3 production support for enterprise Point of Sale applications.

• Monitor production systems and respond quickly to incidents and service interruptions.
• Lead and coordinate Major Incident Management activities for critical production issues.
• Drive incidents through resolution while meeting established SLAs.
• Perform Root Cause Analysis (RCA) and implement corrective actions to prevent recurring issues.
• Troubleshoot application, infrastructure, cloud, and store-level production issues.
• Partner with developers, infrastructure teams, and business stakeholders to resolve complex problems.
• Test application and infrastructure changes before production deployment.
• Participate in application design, development, coding, and unit testing activities following SDLC best practices.
• Develop functional specifications and implementation plans for application enhancements.
• Create estimates and work plans for development and deployment activities.
• Execute break/fix activities, service requests, and production support tasks.
• Maintain operational procedures, scripts, and documentation.
• Continuously improve software delivery processes and engineering standards.
• Participate in Agile ceremonies and support sprint planning, refinement, and testing activities.
• Build strong partnerships across engineering, infrastructure, and business teams.
• Lead projects and mentor junior team members when needed.

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Experience in Application Support, Site Reliability Engineering (SRE), Operations, or Software Engineering.
• Strong production support and troubleshooting experience.
• Experience managing Major Incidents (P1/P2) and coordinating incident response.
• Knowledge of Root Cause Analysis (RCA) methodologies such as 5 Whys, Fishbone Analysis, and Timeline Reconstruction.
• Experience monitoring applications and infrastructure using enterprise monitoring tools.
• Understanding of Java applications; Go experience is a plus.
• Exposure to SQL or NoSQL databases such as MongoDB.
• Experience with scripting using Shell, PowerShell, or Python is preferred.
• Familiarity with ServiceNow, Jira, Confluence, Splunk, Grafana, Dynatrace, or similar monitoring and ITSM tools.
• Exposure to Point of Sale (POS) systems is preferred.
• Understanding of Agile methodologies; Scrum Master experience is a plus.
• Knowledge of PCI-DSS or payment card security standards is a plus.
• Excellent verbal and written communication skills.
• Ability to work onsite five days per week.
• Willingness to travel for store deployments, pilots, and production rollouts.
• Ability to participate in a rotating 24x7 on-call schedule., * Experience supporting enterprise Point of Sale (POS) environments.
• Knowledge of Java and Go programming.
• Experience with SQL and MongoDB.
• Experience using monitoring and observability tools such as Splunk, Dynatrace, or Grafana.
• Familiarity with cloud platforms and hybrid environments.
• Experience with Agile and Scrum practices.
• Understanding of payment processing and PCI compliance.

Top Skills Required

• Major Incident Management with hands-on experience leading P1/P2 production incidents.
• Strong Root Cause Analysis (RCA) and Problem Management experience.
• Production troubleshooting across application, cloud, infrastructure, and POS environments.