Senior Application Support Engineer

We are looking for a Senior Application Support Engineer to support and maintain enterprise applications built using Progress OpenEdge. The role will involve production support, incident resolution, defect analysis, minor enhancements, and coordination with development and infrastructure teams.
The role requires deep expertise in OpenEdge ABL, OpenEdge RDBMS, application troubleshooting, and ServiceNow-based ITSM processes.
Key Responsibilities
Lead the investigation and resolution of complex production incidents, service requests, and recurring problems through ServiceNow.
Design, develop, maintain, and troubleshoot Progress OpenEdge applications using ABL/4GL.
Troubleshoot issues across the presentation, business, data-access layers and database.
Support OpenEdge RDBMS, AppServer, WebSpeed, and OpenEdge-based REST services.
Investigate application logs, stack traces, database issues, and integration failures.
Perform root-cause analysis and prepare permanent fixes or workarounds.
Develop minor enhancements, bug fixes, and configuration changes.
Perform or oversee OpenEdge DBA activities, including backup and recovery, performance tuning, indexing, monitoring, capacity planning, and release support.
Collaborate with architecture, development, QA, infrastructure, and release teams to implement sustainable solutions.
Communicate incidents, risks, impact, and resolution plans effectively to clients and senior stakeholders.
Prepare technical documentation, knowledge articles and support procedures.
Participate in on-call or shift-based support, if required.
Mandatory Skills
10+ years of experience in Progress OpenEdge development, application support, or production support.
Strong expertise in OpenEdge ABL/4GL, OpenEdge RDBMS, AppServer, and WebSpeed.
Proven experience troubleshooting complex, high-priority production issues.
Hands-on expertise with ServiceNow, including incident, problem, change, and knowledge management.
Strong understanding of Agile delivery practices and experience with ADO and Jira.
Solid knowledge of source control, release management, debugging, logging, and deployment processes.
Strong SQL and database performance troubleshooting skills.
Excellent communication, stakeholder management, and client-facing skills.
Demonstrated leadership, ownership, analytical thinking, and team collaboration.
Experience with technical documentation, process improvement, and support transition activities.
Secondary Skills
Good understanding of Insurance domain.
Advanced OpenEdge DBA experience, including database health checks, recovery planning, performance optimization, and capacity management.
Experience with OpenEdge version upgrades, migrations, modernization, or integration initiatives.
Scripting and automation skills using PowerShell, Bash, Python, or similar tools.
Familiarity with monitoring and observability platforms, CI/CD pipelines, and cloud environments.
ServiceNow administration experience or relevant certification.
Azure DevOps, TFS, or similar source-control and deployment tools.
Familiarity with monitoring tools such as Splunk, AppDynamics, Dynatrace, or equivalent.
Familiarity with React.
Familiarity with PHP.
Experience and Qualifications
10+ years of relevant experience, including significant experience in production support and Progress OpenEdge environments, Experience supporting enterprise applications in production.
Experience working in ITIL-based support environments.
Bachelor’s degree in Computer Science, Information Technology, or a related discipline is preferred.

Work arrangement
Yes