Job Description
APPLICATION SUPPORT ENGINEER – DMS WORKSITE (SFIA LEVEL 3)
Job Title: Application Support Engineer – DMS Worksite
Role Summary
The Application Support Engineer will be responsible for providing technical support, maintenance, and continuous improvement of business-critical applications. This role involves incident resolution, root-cause analysis, monitoring, and ensuring the stability, performance, and availability of enterprise applications. The engineer will collaborate closely with development, infrastructure, and business teams to ensure seamless service delivery.
Responsibilities
Key Responsibilities
- Support DMS (MySQL, .NET, Python, iManage integration with CAM and Litera).
- Troubleshoot ingestion, indexing, search, and document lifecycle issues.
- Participate in rotating shifts and on-call.
- Troubleshooting & Resolution: Investigate, diagnose, and resolve technical application issues to restore services quickly.
- Monitoring & Maintenance: Monitor application performance, server health, and alert systems to ensure high availability.
- Root Cause Analysis (RCA): Perform in-depth investigations into recurring issues to identify root causes and implement preventive measures.
- Application Deployment: Assist in code migrations, system configuration changes, and software releases.
- Documentation: Maintain up-to-date documentation for support procedures, known errors, and resolution steps.
- Collaboration: Coordinate with development, QA, and infrastructure teams to resolve complex bugs.
- User Support: Provide prompt, clear communication to internal users and clients regarding issue status
Qualifications
Additional Requirements
- Excellent English communication skills (written and oral).
- Must support major incidents as escalation point (on-call as required).
Certifications (Preferred)
SFIA Competency Table
SkillLevelDescriptionExpected Proficiency
ASUP 3 Support Good debugging & DMS understanding
ITOP 3 Ops VM + DB awareness
SCAD 3 Security Handles access issues
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