Application Support Lead, IT Operations & Incident Management
Overview
You will own application support for a global client, ensuring uptime and rapid incident resolution across Windows Server, SQL Server, and ITIL-based processes. You will lead a team of support engineers, coordinate with development and infrastructure teams, and maintain service levels in a 24/7 environment. This role requires deep troubleshooting skills and a track record of driving root cause analysis in high-stakes production systems.
What You'll Do10
- 1Lead the support team in triaging and resolving production incidents, ensuring adherence to ITIL processes and service level agreements.
- 2Own the incident management lifecycle, from detection to post-mortem, driving root cause analysis and preventive actions.
- 3Manage and mentor support engineers, fostering a culture of accountability and continuous improvement.
- 4Coordinate with development, infrastructure, and QA teams to ensure seamless deployment and support of releases.
- 5Establish and monitor key performance indicators (KPIs) for support operations, reporting on trends and improvement opportunities.
- 6Drive automation of repetitive support tasks using PowerShell or Python to reduce manual effort.
- 7Serve as the escalation point for critical issues, interfacing with clients and internal stakeholders to ensure timely resolutions.
- 8Maintain and update support documentation, including runbooks, troubleshooting guides, and knowledge base articles.
- 9Participate in on-call rotation to provide 24/7 support coverage for mission-critical applications.
- 10Collaborate with application development teams to influence design for operability and supportability.
Requirements10
- 15+ years of experience in application support or production operations, with 2+ years in a leadership role.
- 2Hands-on experience with Windows Server and SQL Server, including performance tuning and troubleshooting.
- 3Strong knowledge of ITIL frameworks, specifically incident, problem, and change management.
- 4Proficiency with PowerShell or Python scripting for automation and tooling.
- 5Experience with monitoring tools such as Dynatrace, Splunk, or New Relic.
- 6Solid understanding of networking concepts (DNS, HTTP, TCP/IP) and web servers (IIS, Apache).
- 7Excellent communication skills, with the ability to interact with technical and non-technical stakeholders.
- 8Proven problem-solving skills and a systematic approach to root cause analysis.
- 9Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent work experience.
- 10Certification in ITIL (Foundation or higher) is a plus.
Salary Insight
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