Senior Application Engineer - Gormley, Canada - RSG International

RSG International Gormley, Canada

2 weeks ago

Full time

Description

Gormley Tech is RSG International's IT division. It functions as an internal MSP for RSG International's different business units, maintaining the group's IT infrastructure and providing support. Its support includes networking, remote access, cyber security, software development, cloud computing, and more.

Summary

Reporting to the Director of IT, the newly created Senior Application Engineer role will play a pivotal role in supporting all internal and external applications within the organization. This position is integral to streamlining application support, ensuring minimal downtime, enhancing user experience, and fostering efficient communication between end-users and various internal IT teams.

Responsibilities

Troubleshooting and Issue Resolution: Investigate and resolve technical issues reported by end-users related to applications promptly and effectively.
Incident Management: Manage and prioritize incidents using ticketing systems or other designated platforms, ensuring timely resolution and minimal impact on business operations.
User Support and Training: Provide support to end-users by offering guidance, answering queries, and delivering training sessions to enhance user proficiency and minimize recurring issues.
Documentation and Knowledge Management: Maintain detailed documentation of common issues, resolutions, troubleshooting procedures, and application configurations to facilitate efficient problem-solving and knowledge sharing within the team.
Monitoring and Performance Optimization: Monitor application performance metrics and proactively identify potential issues or bottlenecks, collaborating with relevant teams to optimize performance and enhance user experience.
Coordination with Development Teams: Serve as a liaison between end-users and development teams, conveying user feedback, enhancement requests, and bug reports to facilitate continuous improvement of applications.
Quality Assurance and Testing: Conduct thorough testing of application updates, patches, and new features to ensure compatibility, functionality, and adherence to quality standards before deployment to production environments.
Change Management: Assist in the planning, coordination, and execution of application changes, upgrades, and migrations, following established change management processes to minimize disruption and ensure compliance with organizational policies.
Vendor Management: Engage with software vendors and third-party service providers to escalate issues, coordinate support activities, and advocate for timely resolutions in alignment with service level agreements (SLAs).
Continuous Improvement: Participate in post-incident reviews, root cause analysis sessions, and process improvement initiatives to identify opportunities for enhancing support processes, increasing efficiency, and mitigating future incidents.
Compliance and Security: Adhere to regulatory requirements, security policies, and data protection standards while handling sensitive information and performing system configurations or updates.
Communication: Maintain clear and effective communication channels with stakeholders, providing regular updates on incident statuses, progress on resolution efforts, and upcoming changes to application environments.
Ad Hoc Tasks: Perform additional duties and tasks as assigned by team leads or management to support departmental objectives and meet organizational needs effectively.

Qualifications

Bachelor's degree in computer science, Information Technology, or related field.
Minimum of 7 years of experience in a similar role supporting internal and SAAS applications.
Proficiency in troubleshooting and resolving application-related issues.
Strong understanding of application architecture, deployment, and maintenance.
Experience with cloud based SAAS applications and platforms.
Excellent communication and interpersonal skills to interact effectively with end-users and development teams.
Ability to prioritize tasks and manage multiple projects simultaneously.
Familiarity with ITIL framework and incident management practices is a plus.
Certifications such as ITIL, AWS, or Microsoft Azure are desirable.
Experience with scripting languages and automation tools is advantageous.
Strong analytical and problem-solving skills.
Ability to adapt to changing technologies and work in a fast-paced environment.

** Please note that this is considered a "Hybrid" position **

RSG International is a global leader in road safety infrastructure, made up of a diverse collection of successful business units all supporting the same goal – keeping road users safe. But our spirit isn't found in the diversity of our business units, it's found in the diversity of our people. At RSG International, we believe that our greatest opportunity for continued success is fostered in the belief that every voice matters. Each one of us has a unique story and we promise to do our part to ensure that those stories are heard, seen, acknowledged, and supported. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

RSG International is committed to meeting the accessibility needs of persons with disabilities in an effective and timely manner in accordance with the applicable standards set out in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the provisions of the Ontario Human Rights Code, and any other applicable legislation. Our goal is to foster an inclusive organizational culture.

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