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Job Title: Helpdesk Level 3 App Support
Location: Remote
Job Type: Contract 6-12 months with possible conversion
About the Role
This role serves as the final escalation point for complex incidents and production issues, driving resolution, stability, and long-term application health.
As part of our Scaling and Growth Initiative, the Level 3 Engineer partners closely with Product, Development, and QA teams to reduce technical debt, enhance backlog quality, and ensure that defects and feature requests are clearly documented and prioritized in Azure DevOps (ADO).
Key Responsibilities
Incident & Problem Management
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Lead resolution of high-severity and complex incidents escalated from L2 support.
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Conduct thorough root cause analysis (RCA) and implement corrective actions.
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Own problem management lifecycle and ensure SLA compliance.
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Act as Subject Matter Expert (SME) for Tier 1 applications.
Bug & Story Management (Azure DevOps)
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Collaborate with Product Owners to capture and manage bugs and user stories in ADO.
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Ensure incidents are clearly linked to backlog items with actionable acceptance criteria.
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Work with Development teams to validate fixes in pre-production environments.
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Track recurring incidents and translate them into backlog improvements.
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Report on backlog health and business-critical priorities.
Continuous Improvement & Automation
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Identify automation opportunities across triage, monitoring, and resolution processes.
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Help build proactive health checks and system alerts.
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Maintain and improve runbooks, SOPs, and documentation.
Release & Change Support
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Support release planning, deployments, and post-release validations.
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Verify bug and story resolutions before production rollouts.
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Ensure backlog items are deployed successfully via ADO pipelines.
Leadership & Mentorship
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Mentor L1 and L2 engineers, improving technical capabilities and process understanding.
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Promote best practices for incident-to-backlog conversion.
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Advocate for customer impact during sprint planning and prioritization.
Core Competencies
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Deep expertise in technical troubleshooting and RCA.
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Proficiency in Azure DevOps (ADO) and incident/backlog linkage.
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Hands-on experience with monitoring tools: Splunk, Dynatrace, Zabbix, AlertBot.
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Strong grasp of ITIL practices (Incident, Problem, Change).
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Excellent communicator and collaborator across cross-functional teams.
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Calm under pressure, focused on business continuity and impact mitigation.
Qualifications
Required:
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5+ years in application support, production support, or software operations.
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Proficiency with ticketing systems (e.g., Helix) and backlog tools (ADO, Jira).
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Demonstrated experience leading high-severity incident resolution and RCA.
Preferred:
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Bachelor’s degree in Computer Science, IT, or equivalent experience.
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Certifications: ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager.
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Familiarity with Agile/DevOps processes, backlog grooming, and sprint planning.
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.