Application support Lead

Job Description

• Strong proficiency in Java Groovy
• Frontend development experience with Vue or React
• UC4 Automic job scheduling orchestration
• Dynatrace Humio log analysis and Grafana dashboards
• ServiceNow ticketing tracking reporting and SLA management
• Experience troubleshooting across applications integration and database layers
• Monitoring telemetry and proactive ing implementation

Key Responsibilities

• Establish and manage ServiceNow first intake triage categorization routing and escalation processes
• Own end-to-end incident and problem management across L1 L2 and L3 support models
• Lead troubleshooting using logs monitoring tools and database analysis to identify root causes
• Define and track SLA metrics including Response Time Resolution Time MTTA and MTTR
• Build and maintain operational runbooks knowledge articles and support procedures
• Publish weekly operational reports and monthly leadership scorecards
• Drive continuous improvement through RCA incident trend analysis and proactive monitoring
• Direct offshore teams review analysis quality and ensure adherence to support processes
• Support UW Automation applications including Submission Intake Renewal Solicitation CAR Document Extraction Summarization Automation Dashboard IPA Reporting and related integrations
• Demonstrate experience managing enterprise application support environments and stakeholder communications