What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

This role is responsible for managing day-to-day application support operations within Lighthouse’s global infrastructure. The manager will ensure that team members are providing top-tier support for applications used by the organization and engaging with multiple departments to ensure the best experience possible for clients and internal users.

What will this person do?

• Mentor and manage a team of Application Support Engineers and Senior Engineers, ensuring accountability and performance.
• Lead incident management with emphasis on timely resolution and clear communication, especially for P1 issues.
• Manage and optimize on-call rotations and culture across global teams.
• Coordinate and lead P1 bridge calls, ensuring effective technical triage and stakeholder updates.
• Provide escalation support and knowledge transfer for Lighthouse internally developed applications.
• Facilitate seamless collaboration and status alignment with UK & US-based partner teams.
• Drive continuous improvement in incident response, problem management, and root cause analysis processes.
• Oversee support coverage and SLAs, ensuring service reliability and user satisfaction.
• Mediate and resolve conflicts within teams and across stakeholders to maintain a productive support environment.
• Monitor and report on progress of support tasks, tickets, and initiatives to leadership and stakeholders.
• Implement training plans and skill development strategies for support engineers.
• Provide uptime and general availability reporting of applications supported in stack.
• Perform one-on-ones with direct reports and provide guidance on career training and growth.
• Provide technical leadership in the design, implementation and management of multiple applications including Relativity, Ecapture and Nuix
• Collaborate with IT, business stakeholders and end users to holistically design and own support for the Line of Business applications.
• Proactively looking for ways to improve uptime, alerting, and efficiencies of systems
• Write and distribute communication relating to system outages, patch\upgrade notices, and new feature documentation.
• Consult with department managers on high-level initiatives and\or application changes to ensure minimal business impact while still providing the best client experience possible.
• Work closely with Product teams to advance existing organization technologies through evaluation of new products and custom development on existing applications.
• Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
• Management duties include supervision of exempt and/or non-exempt staff. This includes but is not limited to, conducting performance evaluations and improvement plans, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, taking disciplinary action, and interviewing candidates for open positions.
  
  

Bring your passion and together we will shine. It would also be great if you had the following:

• Bachelor’s degree in computer science, related field or comparable job experience preferred.
• 7+ years of progressive experience with large scale application stack support
• 3+ years of lead or management experience in a client-facing environment.
• Proven capability to manage day-to-day activity in a ticketing system.
• Strong knowledge of commonly used eDiscovery tools including but not limited to: Relativity, Brainspace, Nuix and Ecapture is beneficial.
• Ability to convey complex ideas both verbally and in writing to a non-technical audience.
• Demonstrated record of excellent customer service
• Demonstrated strategic thinking, quantitative and analytical skills, team leadership, and collaboration.
• Working knowledge of SQL Database Design, administration, and reporting
• Understanding of VMware ESXi and Vcenter is a plus.
  
  

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
  
  

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

This role will be eligible to participate in an annual bonus or incentive program.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.

This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.