Gravity IT Resources ยท 3 days ago
Senior Application Support Specialist
Charlotte, NC
Full-time
Hybrid
Senior Level
$120K/yr - $130K/yr
5+ years expGravity IT Resources is seeking an experienced Application Support Engineer (L3) to join their Run Support team. This role provides advanced technical expertise, incident resolution, and long-term application stability improvements.
Information TechnologyRecruitingStaffing Agency
Responsibilities
Own resolution of high-severity and complex incidents escalated from L2
Lead root cause analysis (RCA) and ensure corrective actions are implemented
Ensure adherence to SLAs for incident resolution and problem closure
Act as Subject Matter Expert (SME) for Tier 1 applications
Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO
Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items
Partner with Development teams to validate bug fixes and story completions in lower environments
Track recurring incidents and translate them into actionable backlog items in ADO
Provide visibility into backlog health, ensuring business-critical items are prioritized
Identify and implement automation opportunities for monitoring, triage, and resolution
Contributes to the development of proactive health checks and preventive measures
Support ongoing improvement of runbooks, SOPs, and knowledge base
Participate in release readiness activities, deployments, and post-release validations
Validate bug fixes and story releases in lower environments before production rollout
Support release pipelines by ensuring successful delivery of backlog items through ADO
Mentor L1 and L2 support engineers to improve technical depth and incident handling
Share best practices for incident-to-bug/story conversion in ADO
Advocate for customer and business impact during sprint planning and prioritization
Qualification
Required
5+ years of experience in application support, production support, or software operations
Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps)
Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot)
Experience leading root cause analysis and managing complex production incidents
Expert problem solver with the ability to navigate complex technical environments
High-level technical generalist with broad system knowledge (not a deep specialist)
Full-stack application understanding (web front end, back-end services, and databases)
Strong technical troubleshooting, problem-isolation, and root cause analysis (RCA) expertise
Ability to identify failing components or functions and resolve issues when possible
Ability to escalate to Development with clear, actionable technical detail when resolution is not possible
Proficiency in Azure DevOps (ADO) for backlog, incident-to-bug/story translation, and release management
Ability to translate incidents into actionable bugs and stories with clear business value
Strong SQL / T-SQL skills for querying, stored procedure execution, and troubleshooting batch and ETL processes (non-DBA level)
.NET and C# development experience
AWS experience supporting applications and services (e.g., S3, SQS, Amazon Q, containerization)
Hands-on experience with Azure DevOps (ADO) and Visual Studio
Experience automating repetitive operational or support processes
Knowledge of ITIL practices (Incident, Problem, Change)
Strong collaboration skills across Dev, QA, Product, and cross-functional teams
Ability to operate under pressure while maintaining stakeholder confidence
Preferred
Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience)
Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager
Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning
Experience in enterprise-scale environments with complex application landscapes
Company
Gravity IT Resources
Gravity IT Resources provides the consulting expertise and IT talent that powers digital transformation.
51-200 employees
H1B Sponsorship
Gravity IT Resources has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageLeadership Team
Rick Connolly
CEO and Co Founder
Dirk Leifer
Consultant, Practice Leader & Co-Founder
Recent News
Gravity IT Resources
2025-12-05
Company data provided by crunchbase