mobile application ecosystem support engineer

Overview

Who you'll be working for

What requirements you'll need to be eligible

• 3+ years of experience in app monitoring, support, and maintenance, with a strong background in mobile app environments.
• Hands-on experience with monitoring tools (e.g., New Relic, AppDynamics, Datadog) to track app health and performance.
• Familiarity with cloud environments (AWS) and understanding of mobile app performance metrics.
• Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues.
• Ability to work under pressure and manage multiple incidents simultaneously in a 
  fast-paced environment
• Excellent communication skills, capable of interacting with both technical and non-technical teams

What you'll be doing on the job

• Mobile Application Monitoring
  • Oversee the use of monitoring tools (e.g., New Relic, AppDynamics, Datadog) to track 
    app performance, availability, and health metrics.
  • Continuously monitor real-time data to identify and troubleshoot application issues, 
    including crashes, slow load times, un-responsiveness, and security vulnerabilities.
• Incident & Problem Management:
  • Lead the technical investigation and resolution of incidents impacting app 
    performance and user experience, ensuring the resolution of critical issues within the 
    specified SLAs.
  • Apply technical knowledge to identify root causes and work with development teams 
    to implement long-term fixes.
  • Ensure all incidents are documented with accurate details, including cause, impact, 
    and resolution steps, to maintain an accessible knowledge base.
• App Performance Optimization:
  • Work with mobile app developers to optimize code, database queries, and backend 
    services to improve the app’s speed and responsiveness.
  • Regularly analyze app metrics and logs to identify potential performance issues 
    before they impact users.
  • Implement and recommend performance tuning processes such as caching, 
    resource management, and load balancing.
• System Maintenance and Upgrades:
  • Ensure that all monitoring systems, tools, and processes are up-to-date and aligned 
    with industry best practices.
  • Oversee regular maintenance tasks, including patch management, system upgrades, 
    and app version releases.
  • Coordinate the application of security patches and software updates to mitigate 
    vulnerabilities and ensure the app remains compliant with security standards.
• Cross-Functional Technical Collaboration:
  • Collaborate with cloud infrastructure teams to ensure the app’s cloud-based 
    environment is scalable, secure, and optimized.
  • Coordinate with backend development teams to resolve issues related to APIs, 
    databases, and integrations that may affect app performance.
  • Engage with the QA team to conduct periodic load testing and vulnerability 
    assessments to prevent issues from arising in production environments.
•  Cloud Infrastructure Management:
  • Oversee the app’s cloud environment (AWS), ensuring uptime, performance, and 
    security measures are consistently met.
  • Ensure that cloud resources (compute, storage, database, networking) are allocated 
    effectively to support user traffic spikes and app scalability.
  •  Monitor and manage cost efficiencies in the cloud environment, ensuring resource 
    usage is optimized to avoid unnecessary costs.
• Error Logging, Analytics, and Reporting:
  • Lead the implementation of robust error logging and tracking systems to identify 
    issues in real-time.
  • Ensure that all errors and performance issues are documented and analyzed for 
    future preventative measures.
  • Prepare and deliver detailed reports on app health, system incidents, and 
    resolutions, presenting this information to stakeholders and senior management.
• Security and Compliance Support:
  • Ensure the app’s security protocols and compliance requirements are consistently 
    met.
  • Work closely with security teams to monitor potential vulnerabilities and mitigate 
    risks related to app usage, including customer data protection and secure API 
    interactions.
  • Review and ensure all technical security measures are in place to protect against 
    unauthorized access, data breaches, and other security incidents.
• End-User Support Integration:
  • Collaborate with the customer service team to provide timely technical support for 
    end users facing issues with app functionality, logins, payments, or other technical 
    aspects.
  • Develop troubleshooting guides, FAQs, and documentation to empower customer 
    support teams to resolve common user issues without escalation.
• Continuous Improvement and Automation:
  • Lead efforts to automate routine maintenance tasks, incident response processes, and system checks to improve operational efficiency and minimize manual 
    intervention.
  • Identify opportunities for system improvements and implement best practices to ensure continuous app performance optimization.

Consultant Contact