Position Summary

As a Lead Application Support Specialist, your role involves managing and overseeing the support and maintenance of various applications used within the organization. You are responsible for ensuring the smooth functioning of applications, troubleshooting issues, and providing technical assistance to users.

Key Responsibilities:

• Application Support: Provide timely and effective support for applications, addressing user queries, troubleshooting issues, and resolving problems to minimize downtime and maintain productivity
• Team Management: Lead a team of application support analysts, assigning tasks, setting performance goals, conducting performance evaluations, managing rosters, and providing guidance and mentorship to ensure the team's success
• Incident Management: Handle and prioritize incidents reported by users, ensuring proper ticketing, tracking, and resolution. Identify trends in incidents and implement measures to prevent recurring issues
• Application Performance Monitoring: Implement and maintain application performance monitoring tools and processes to proactively identify and address performance issues, bottlenecks, or system failures
• Documentation: Maintain up-to-date documentation for application configurations, support procedures, troubleshooting guides, and known issues, facilitating knowledge sharing and training for the team and end-users
• Stakeholder Management: Collaborate with business users, program and product/technology teams, and the operations support team to understand their requirements, provide updates on support activities and tickets, and contribute to discussions on application improvements, enhancements, and automation
• Continuous Improvement: Identify opportunities to enhance application support processes, streamline workflows, and optimize performance through automation, standardization, or the adoption of industry best practices

Requirements:

• Bachelor's degree in computer science or equivalent
• 12 to 17 years experience in application support, technical operations and managing technical support
• 7+ years experience supporting applications developed with Node.js, React JS, Python, and AWS is desired
• Experience working with monitoring tools like DataDog, Kibana, Grafana, or equivalent tools.
• Strong experience with Jira, Freshdesk, or similar tools; SQL, MySQL, PostgreSQL, and MongoDB
• Experience with cloud-based environments (AWS)
• Strong experience automating support tasks using Python scripting
• Excellent interpersonal skills
• Ability to work under pressure and with frequently changing priorities
• Excellent written and verbal communication skills in English
• Complex problem-solving skills and strong attention to detail