SENIOR ENGINEER - Performance Monitoring

Application Support Key Responsibilities Incident Management (Primary Responsibility) Investigate and resolve application?related incidents, including: Application errors Batch / job failures Service stop/start issues Import/export and archive failures Respond to alerts generated via Dynatrace (synthetic and infrastructure?triggered) and validate whether the issue is application?specific. Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks. Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool. Monitoring & Alert Handling Analyze Dynatrace alerts related to: Synthetic monitoring failures Application availability degradation Backend service dependency failures Work with NOC to distinguish application issues vs infrastructure/network issues. Reduce repeat incidents by identifying alert patterns and contributing factors. Service Requests Fulfill application?related service requests, such as: Production support requests Application configuration changes Access validation coordination (with Directory Services) Coordinate with business and upstream teams to ensure completeness and SLA adherence. Change & Release Support Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates). Perform pre?change and post?change validation to ensure application health. Assist in rollback or recovery actions if post?change issues are detected. Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity. Collaboration & Escalation Work closely with: DBA Operations for database job failures and data issues Infrastructure/Backup for storage or backup dependencies Network Engineering for connectivity or firewall?related issues NOC for initial triage and monitoring alignment Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence. Documentation & Continuous Improvement Maintain application runbooks, SOPs, and validation checklists. Participate in root cause analysis (RCA) and post?incident reviews. Identify opportunities to improve stability, monitoring accuracy, and operational readiness. Technologies & Tools Dynatrace (Synthetic Monitoring, Application health, alerts) Windows Services and scheduled jobs Application support in production environments ITSM tools (ServiceNow preferred) Log analysis and troubleshooting tools Good to Have Exposure to SQL Server (for coordination with DBA teams) Understanding of application dependencies on storage (NAS paths, backups) Experience supporting vendor?hosted or third?party applications Familiarity with release and change management processes Skill Level Required L2 Application Support Independently resolve standard application incidents and requests Execute runbooks and participate in change activities L3 exposure preferred Advanced troubleshooting RCA ownership Vendor coordination and problem management Applications Supported ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more Application Support Key Responsibilities Incident Management (Primary Responsibility) Investigate and resolve application?related incidents, including: Application errors Batch / job failures Service stop/start issues Import/export and archive failures Respond to alerts generated via Dynatrace (synthetic and infrastructure?triggered) and validate whether the issue is application?specific. Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks. Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool. Monitoring & Alert Handling Analyze Dynatrace alerts related to: Synthetic monitoring failures Application availability degradation Backend service dependency failures Work with NOC to distinguish application issues vs infrastructure/network issues. Reduce repeat incidents by identifying alert patterns and contributing factors. Service Requests Fulfill application?related service requests, such as: Production support requests Application configuration changes Access validation coordination (with Directory Services) Coordinate with business and upstream teams to ensure completeness and SLA adherence. Change & Release Support Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates). Perform pre?change and post?change validation to ensure application health. Assist in rollback or recovery actions if post?change issues are detected. Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity. Collaboration & Escalation Work closely with: DBA Operations for database job failures and data issues Infrastructure/Backup for storage or backup dependencies Network Engineering for connectivity or firewall?related issues NOC for initial triage and monitoring alignment Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence. Documentation & Continuous Improvement Maintain application runbooks, SOPs, and validation checklists. Participate in root cause analysis (RCA) and post?incident reviews. Identify opportunities to improve stability, monitoring accuracy, and operational readiness. Technologies & Tools Dynatrace (Synthetic Monitoring, Application health, alerts) Windows Services and scheduled jobs Application support in production environments ITSM tools (ServiceNow preferred) Log analysis and troubleshooting tools Good to Have Exposure to SQL Server (for coordination with DBA teams) Understanding of application dependencies on storage (NAS paths, backups) Experience supporting vendor?hosted or third?party applications Familiarity with release and change management processes Skill Level Required L2 Application Support Independently resolve standard application incidents and requests Execute runbooks and participate in change activities L3 exposure preferred Advanced troubleshooting RCA ownership Vendor coordination and problem management Applications Supported ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more SYNSIM01-6-1 Application Support Key Responsibilities Incident Management (Primary Responsibility) Investigate and resolve application?related incidents, including: Application errors Batch / job failures Service stop/start issues Import/export and archive failures Respond to alerts generated via Dynatrace (synt... Application Support Key Responsibilities Incident Management ... Application Support Key Responsibilities Incident Management (Primary Responsibility) Investigate and resolve application?related incidents, including... Application Monitoring,Change Management,Application Support & Incident Management,Dynatrace,RCA & Documentation,ITSM & Process Knowledge,Application Support,Banking Software