Application Support Engineer

Application Support Engineer to provide Level 2/3 support. Responsible for ensuring system availability, incident resolution, service restoration, and operational stability across gaming and patron management platforms.

Primary focus: Deep troubleshooting and service restoration

• Perform detailed incident diagnosis and resolution for production issues.
• Work closely with vendors, development, infrastructure, and security teams.
• Diagnose and resolve production incidents impacting integrated applications.
•  Troubleshoot application, database, interface, API, and performance-related issues.
• Analyze logs and system alerts to identify root causes and restore services within SLA.
• Support patron management, loyalty, player tracking, promotions, cage, slot, and reporting systems.
•  Execute SQL queries for validation, troubleshooting, and data analysis.
• Coordinate with vendors, development, infrastructure, and cybersecurity teams to resolve issues.
•  Lead incident management activities and provide timely stakeholder communications.
• Perform root cause analysis (RCA) and implement preventive measures.
• Support application releases, upgrades, patches, and change activities.
• Maintain support documentation, knowledge articles, and operational procedures.
• Participate in 24x7 on-call support and major incident response.

Required Skills & Knowledge

• 3+ years of application support experience in a production environment.
• Troubleshooting skills across applications, databases, APIs, and system integrations.
• Proficiency in SQL and log analysis.
• Experience with incident, problem, and change management processes.
• Knowledge of monitoring and performance management tools.
• Understanding of security controls, access management, and compliance requirements.
• Familiarity with ITIL practices.