Advanced IT Application Support Engineer

We are seeking a proactive Hybrid Support & Development Engineer to manage and enhance our Enterprise Architecture (EA) Application Portfolio. This role focuses on the internal application ecosystem, specifically ServiceNow Appport and App 360, hosted on Google Cloud Platform (GCP). You will combine application support, software development, and proactive problem-solving to ensure platform stability and continuously improve internal solutions.

You will act as the functional and technical support lead for ServiceNow Appport and App 360 platforms. Your day-to-day responsibilities include troubleshooting application issues, analyzing root causes, and coordinating with technical specialists to drive resolutions. You will also manage Service Requests (SRs) and collaborate closely with internal teams such as Infrastructure and Security to ensure seamless operations.

• Act as the functional and technical support lead for ServiceNow Appport and App 360 platforms.
• Troubleshoot application issues, analyze root causes, and coordinate with technical specialists to drive resolutions.
• Manage and follow up on Service Requests (SRs) and application-related issues with internal teams such as Infrastructure and Security.
• Design, develop, test, and deploy application enhancements for the App 360 platform using JavaScript and Python.
• Utilize Generative AI and Large Language Models (LLMs) to support coding, debugging, code review, and technical auditing.
• Apply Prompt Engineering and AI-assisted development practices to improve engineering productivity while ensuring code quality, security, and accuracy.
• Support applications and services running on Google Cloud Platform (GCP) and continuously develop cloud-related technical knowledge.
• Collaborate with technical teams and external vendors to plan and execute Proof of Concept (POC) initiatives.
• Evaluate new technologies and assess their alignment with enterprise architecture, technical standards, and security requirements.
• Track development activities, POCs, issues, and deliverables independently to ensure timely completion.
• Maintain a clear development roadmap for the EA Application Portfolio and Technology POCs.
• Provide regular progress updates to the EA team and proactively escalate risks, issues, and blockers.
• Ensure application changes and technical deliverables comply with organizational processes, security standards, and architectural guidelines.
• Support DevSecOps, CI/CD pipelines, and automated deployment workflows where applicable.
• Continuously improve application support processes, platform stability, development practices, and operational efficiency.

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related fields.
• Experience in Application Support, Software Development, Hybrid Support & Development, or related technical roles.
• Strong programming logic with proficiency in JavaScript and Python.
• Ability to troubleshoot and trace code written in other programming languages is an advantage.
• Experience using Generative AI / LLM tools to assist with coding, debugging, code review, or technical auditing.
• Basic understanding of Relational Database Management Systems (RDBMS) and SQL.
• Strong interest in and willingness to work with Cloud technologies, particularly Google Cloud Platform (GCP).
• Understanding of DevSecOps, CI/CD pipelines, and automated deployment workflows.
• Strong analytical and diagnostic skills with the ability to identify root causes and coordinate with appropriate technical specialists.
• Experience with ServiceNow or enterprise application platforms is an advantage.
• Experience working with Application 360, Enterprise Architecture platforms, or internal enterprise applications is an advantage.
• Strong communication and coordination skills with the ability to collaborate across diverse technical and business teams.
• Strong service mindset with a commitment to supporting internal stakeholders and providing a positive user experience.
• High learning agility with the ability to quickly understand organizational structures, security frameworks, technical standards, and complex architecture.
• Proactive, self-driven, and capable of independently tracking tasks and following up on outstanding issues through completion.
• Experience in banking, financial services, or enterprise technology environments is an advantage.