Digital Application Support Engineer

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter. The Digital Application Support Engineer ensures stability, performance, and continuous improvement of Radisson’s brand web and mobile applications. This role focuses on technical operations, incident resolution, platform monitoring, and support process optimization as part of the Site reliability Team, working closely with Observability and DevOps team, internal teams and external partners to maintain reliable digital services for our stakeholders. Role purpose: 1. Application operations & support • Monitor the health, performance, and availability of web and mobile applications. • Troubleshoot and coordinate application issues. • Perform root cause analysis and implement corrective actions end-to-end with our development teams. • Ensure proper ticket triage, routing, and escalation across L1/L2/L3 teams. • Maintain operational runbooks, knowledge base articles, and support documentation. 2. Incident & Problem Management • Lead incident response for application outages or degraded performance. • Coordinate cross-functional teams to restore service quickly. • Document incidents, follow up on post-mortems, and drive long-term fixes. • Communicate incident status, impact, and recovery progress to stakeholders. 3. Platform monitoring & automation • Improve monitoring dashboards, alerting rules, and automated checks. • Identify opportunities to automate repetitive support tasks. • Enhance reporting tools for KPIs, SLAs, and operational trends. 4. Stakeholder support & communication • Serve as a technical point of contact for digital stakeholders. • Translate functional issues into technical actions and vice versa. • Provide regular updates on platform stability, performance, and ongoing improvements. Location: • Madrid. Language skills: • Professional English proficiency (spoken and written) is required. Must-have experience: • 2–3 years of experience in application support, service operations, or technical support engineering. • Strong troubleshooting skills across web and mobile application stacks. • Experience with incident management, problem management, and RCA. • Familiarity with monitoring tools (e.g. Dynatrace, Grafana, New Relic). • Vendor and partner coordination experience. • Strong analytical and reporting capabilities. • Proven track record supporting complex digital platforms with SLAs/KPIs. Highly desirable experience: • Experience supporting enterprise-scale web and mobile applications. • Exposure to cloud environments (Azure, AWS, GCP). • Knowledge of CI/CD pipelines, DevOps practices, or Agile methodologies. • Hospitality industry experience. • Experience working in multicultural environments. Travel requirements: • Up to 20% travel. Soft skills: • Excellent communication (technical and non-technical) • Strong stakeholder management • Customer-centric mindset • High attention to detail and analytical rigor • Ability to work in fast-paced, matrixed environments Minimum education: • University Degree in Computer Science, Engineering, or related field • Cloud, agile and/or DevOps certifications are valuable. The description of functions is merely indicative and not exhaustive. Accordingly, the employee shall perform any other duties inherent to the labour position and their professional group, in accordance with the company's directives. Why Join Radisson Hotel Group? Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life. Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential. Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives. Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference—in hospitality, your community and beyond. Enjoy Global & Local Perks - No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding! Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide Guaranteed minimum of 30% off for your Friends & Family Exclusive Discounts on Breakfast, Food & Beverage, Spa and more Join us in shaping the future of hospitality! If you’re ready to bring your talent, energy, and passion, we’d love to hear from you. Apply now and let’s make every moment matter. We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.