Job Details

We are looking for a skilled Application Support Specialist with experience of supporting Applications running on Cloud (AWS/Azure) to join our dynamic international team. In this role, you will act as a Level 2/Level 3 escalation point for critical business applications while maintaining and optimizing mostly AWS-hosted environments. 

You will work closely with client stakeholders, business application owners, and third-party vendors to ensure the stability, availability, and continuous improvement of business-critical systems. This role demands strong technical troubleshooting skills, a business-oriented mindset, and adherence to strict regulatory compliance standards (GxP, FDA). 

Team structure and support coverage 

As part of a globally distributed team spanning UTC-6, UTC+1, and UTC+8 time zones, you will contribute to around-the-clock service coverage. This role includes participation in a rotating on-call schedule, providing support for critical P1/P2 incidents outside standard business hours. 

Key Responsibilities

• Provide advanced L2/L3 support for enterprise applications (e.g., QMS, LMS, EAM) hosted on-premises and in the cloud (AWS/Azure). 
• Troubleshoot complex application, infrastructure, and integration issues utilizing deep log file analysis and performance metrics. 
• Administer and configure IIS / Windows Server environments for overlaying applications (app pool restarts, log management). 
• Manage Change Management activities, ensuring controlled system updates and enhancements maintain strict regulatory compliance. 
• Create and maintain precise technical documentation (e.g., using UML, BPMN) compliant with industry standards. 
• Coordinate directly with client’s internal developer teams and third-party vendors to resolve underlying bugs and infrastructure problems. 
• Administer enterprise identity and access management (Active Directory, Okta). 
• Drive continuous improvement initiatives through automation, process optimization, and proactively mentoring junior team members. 

Qualifications

• Follow-up/Higher Professional Education 
• Postgraduate (Doctorate) 
• University education (Master's degree) 
• University education (Bachelor's degree) 

Must have: 

• 3-5+ years of experience in Application Support, System Administration, or Cloud Operations. 
• Strong understanding of AWS Platform basics (Amazon Workspaces, EC2, S3) and Cloud/On-Premises hybrid environments. 
• Expertise in IIS and Windows Server fundamentals. 
• Solid knowledge of enterprise databases (Microsoft SQL Server or Oracle). 
• Advanced skills in log file analysis and infrastructure troubleshooting. 
• Experience with Low-Code platforms (Mendix) for root-cause identification is a strong advantage. 
• Experience with System Integration, APIs, and middleware tools (e.g., SAP PI, MuleSoft). 
• High proficiency in ITIL / ITSM processes (Incident, Change, Problem management). 
• Skilled in creating and maintaining formal technical documentation. 
• Hands-on experience with Azure DevOps framework and Agile delivery practices. 
• Excellent communication skills and fluency in English (written and spoken) to interact with global users. 

Nice to have (considered a big plus): 

• Knowledge of Regulatory Compliance standards (FDA 21 CFR Part 11, ISO 13485, EU Annex 11, GxP, GMP). 
• Basic understanding of IT architecture frameworks (e.g., TOGAF). 

Why join us? 

• You’ll gain deep industry knowledge in a highly regulated, knowledge-intensive sector. 
• You’ll work in a team where collaboration, knowledge-sharing, and continual improvement are a priority. 
• You’ll have the opportunity to contribute to real-world projects from day one. 

Language skills 

English - Intermediate (B2)