Application Support Engineer - Retail Systems Support

As an Application Support Engineer - Retail Systems Support, you will make an impact by ensuring the stability, performance, and reliability of critical store applications that support retail operations. You will be a valued member of the Digital Engineering team and work closely with business stakeholders, store operations teams, engineering teams, infrastructure teams, and third-party vendors to deliver exceptional application support and operational excellence.

In This Role, You Will:

• Support and maintain mission-critical store applications across a diverse technology landscape, ensuring high availability and optimal performance.
• Serve as the primary technical point of contact for store business teams, managing issue triage, communication, escalation, and resolution.
• Own incident, problem, and change management processes within ServiceNow while ensuring adherence to SLAs and support standards.
• Participate in on-call support rotations and respond to production incidents, including during peak retail periods such as holiday and Black Friday events.
• Design, build, and maintain monitoring, alerting, and observability solutions to proactively identify and resolve issues.
• Develop and maintain automation scripts and support tools to improve operational efficiency and reduce manual effort.
• Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve system reliability.
• Collaborate with cross-functional teams on application deployments, enhancements, and store initiatives.

Work Model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days per week onsite and 2 days remote in Johns Creek, Georgia. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

Please note that this position is not eligible for visa transfer or sponsorship now or at any time in the future.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

• 4+ years of experience in Application Production Support, L2/L3 Support, Application Operations, or related support roles.
• Hands-on experience supporting enterprise applications across multiple technology stacks, including Java, .NET, middleware, cloud services, or retail platforms.
• Strong knowledge of ServiceNow Incident, Problem, and Change Management processes.
• Experience with monitoring and observability tools such as Splunk, Dynatrace, Grafana, AppDynamics, CloudWatch, or similar platforms.
• Proficiency in scripting and automation using Python, Shell, or PowerShell.
• Strong analytical and troubleshooting skills across application, infrastructure, and network layers.
• Proven ability to communicate effectively with both technical and business stakeholders.
• Willingness to participate in an on-call rotation, including weekends and holidays, based on business requirements.

These Will Help You Stand Out

• Experience supporting retail, point-of-sale (POS), or store systems environments.
• Understanding of ITIL-based support practices and service management methodologies.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
• Familiarity with CI/CD deployment, release management, and rollback processes.
• Experience implementing automation and operational improvements that reduce ticket volumes and improve MTTR.

Cognizant offers a competitive benefits package, which includes:

• Medical, Dental, Vision, and Life Insurance
• 401(k) Plan with Company Contributions
• Paid Time Off (PTO) and Company Holidays
• Short-Term and Long-Term Disability Coverage
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Employee Assistance Program (EAP)
• Wellness and Wellbeing Programs
• Parental Leave and Family Support Benefits
• Tuition Reimbursement and Professional Development Opportunities
• Employee Recognition and Referral Programs