Senior Application Support Engineer InspectionWorks Archive

JOB DESCRIPTION:
Senior Application Support Engineer – InspectionWorks Archive
Location: Remote
Possible 3 Month CTH 
**ServiceNow Application:** aviation-rhythm-enterprise-archive
**Support Level:** Tier 2 / Tier 3
**Environment:** Manufacturing / Shop-Floor Applications, On-Premises & Cloud
**Working Hours:** Approximately 8:00 AM – 4:00 PM Eastern Time

Role Overview:
We are seeking an experienced **Application Support Engineer** to provide end-to-end operational and technical support for the **InspectionWorks Archive (IWA)** application and its associated manufacturing inspection ecosystem.

The role will support a business-critical application operating across a **hybrid technology environment**, including Windows-based on-premises application servers, database servers, manufacturing shop-floor workstations, data pipelines, integrated desktop applications, and cloud-hosted services.

The ideal candidate will have strong experience in **L2/L3 application support, Windows environments, application and infrastructure troubleshooting, data integration, database support, production deployments, monitoring, incident/problem management, and operational documentation**. The individual should be comfortable independently owning production support activities and coordinating with application owners, infrastructure teams, database teams, cybersecurity teams, and external vendors.

Key Responsibilities:

1. Application Support & Maintenance
- Provide **Tier 2/Tier 3 production support** for InspectionWorks Archive and associated inspection/review applications deployed on manufacturing shop-floor PCs.
- Support Windows VM-based, on-premises application environments, including troubleshooting, configuration management, patching, maintenance, and application deployments.
- Diagnose and resolve application availability, performance, connectivity, integration, and data-flow issues.
- Support integrations between the inspection archival platform and other shop-floor desktop applications.
- Ensure inspection data is successfully captured, processed, transferred, and archived across interconnected systems.
- Support application releases, configuration changes, infrastructure changes, pipeline modifications, and database schema changes in accordance with established change-management processes.
- Maintain accurate technical documentation covering system configurations, dependencies, interfaces, and integration points.
- Work closely with the **Product/Application Owner and application vendor** for deployments, upgrades, troubleshooting, and production support.

2. Infrastructure & Hybrid Environment Support
- Support application connectivity across:
- Manufacturing shop-floor PCs
- Windows virtual machines
- On-premises application servers
- On-premises database servers
- Cloud-hosted services
- Troubleshoot network, server, database, application, and integration-related dependencies affecting application functionality.
- Coordinate with infrastructure, network, database, cloud, and cybersecurity teams to resolve cross-platform production issues.
- Help maintain reliable connectivity and data movement between on-premises and cloud environments.

3. Data Pipeline Monitoring & Observability
- Monitor end-to-end **inspection data pipelines**, including data capture, transformation, transfer, and archival.
- Monitor pipeline health, throughput, processing failures, and potential bottlenecks.
- Investigate missing, delayed, incomplete, or failed inspection-data transactions.
- Troubleshoot data-flow issues across application, database, infrastructure, and cloud components.
- Monitor relevant cloud storage utilization, including **Amazon S3**, where applicable.
- Identify recurring operational issues and recommend improvements to monitoring, alerting, and support processes.

4. Incident, Problem & Service Management
- Respond to production incidents impacting application availability, system performance, or inspection-data flow within agreed service-level targets.
- Perform structured troubleshooting and drive incidents through resolution.
- Perform **root-cause analysis (RCA)** for recurring or high-impact incidents.
- Identify and implement corrective and preventive actions to reduce repeat incidents.
- Engage appropriate internal support teams and/or vendors when issues require specialized expertise.
- Escalate risks, blockers, and unresolved technical issues promptly to the Application Owner.
- Maintain appropriate incident, problem, change, and operational records in **ServiceNow**.

5. Operational Support & Reporting
- Execute daily, weekly, and scheduled operational activities according to established application runbooks and support schedules.
- Ensure activities due on a given business day are completed by close of business.
- Take end-to-end ownership of assigned activities, including coordination with interfacing technology teams.
- Provide regular operational reporting covering:
- Incident volumes
- Open and aging issues
- Data-pipeline health and throughput
- S3/storage utilization
- Production risks and dependencies
- Upcoming releases and maintenance activities
- Proactively communicate issues that may affect production operations or manufacturing users.

6. Cybersecurity & Compliance
- Follow organizational cybersecurity and access-control requirements applicable to manufacturing and shop-floor systems.
- Support security controls relating to:
- Data in transit
- Data at rest
- User/system access
- Application and infrastructure configuration
- Ensure operational practices align with applicable manufacturing inspection-record, quality-system, security, and compliance requirements.
- Coordinate with cybersecurity teams to address application vulnerabilities, remediation activities, and security-related configuration changes when required.

7. Documentation & Knowledge Management
- Maintain accurate and current:
- Application support runbooks
- Architecture diagrams
- Data-flow diagrams
- Interface/integration documentation
- Configuration documentation
- Troubleshooting guides
- Known-error and resolution documentation
- Operational procedures
- Document recurring issues and reusable resolutions to improve support efficiency.
- Conduct knowledge-transfer sessions with internal application and support teams as required.

Required Technical Skills:

Candidates should have strong hands-on experience with several of the following:
- **L2/L3 Application Production Support**
- **Windows Server / Windows VM environments**
- Enterprise application troubleshooting
- On-premises application and infrastructure support
- Application deployment and release support
- Database connectivity and basic database troubleshooting
- **SQL / database querying for troubleshooting**
- Application-to-database integrations
- Data pipeline / interface troubleshooting
- Hybrid on-premises and cloud environments
- **AWS / Amazon S3** exposure
- Monitoring and observability
- Incident, problem, change, and release management
- Root-cause analysis
- ServiceNow or similar ITSM platforms
- Application configuration and patch management
- Technical documentation and runbook creation

Preferred Skills:
Experience in the following areas would be particularly valuable:
- Manufacturing or shop-floor application support
- Inspection, quality, manufacturing execution, or archival systems
- InspectionWorks or similar industrial inspection platforms
- AWS cloud services and S3 storage
- Data movement between shop-floor systems and cloud platforms
- Production data pipelines and file-transfer/integration mechanisms
- Enterprise monitoring and alertin