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Application Support Lead

Application Support Lead

LamworkNew York, NY, US
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Updated : July 26, 2024 - The Application Support Lead manages business relationships and ensures operational continuity across domains and partner teams. They oversee major incident service restoration, collaborate with vendors, and maintain support documentation within the Codec group. Responsibilities also include guiding the support team towards defined goals and identifying implementation risks for effective mitigation.

Tips for Application Support Team Leader Skills and Responsibilities on a Resume

  • Application Support Team Leader, Slack Technologies, San Francisco, CA

Job Summary :

  • Maintaining and improving the performance and scalability of production application systems
  • Plan and execute application upgrades
  • Ensuring application SLAs are consistently met and peak support times are covered
  • Performing deep dives on data for analysis, investigation, and root cause analysis
  • Producing and maintaining documentation of processes, SLAs, workflows, and settings
  • Managing vendor relationships associated with supporting the applications
  • Strategic analysis and conditioning of application data
  • Working with key teams and stakeholders to seamlessly introduce new capabilities and processes into the application environment
  • Coordinating the application release process, including risk analysis, configuration changes, and evaluation of results
  • Assisting with planning and roll-out of a production application dashboard
  • Monitoring and capacity planning around production systems
  • Participating in application-specific disaster recovery planning and exercises
  • Assures ongoing compliance with personal data protection regulations as it relates to the application systems

    • Skills on Resume :

  • Performance Optimization (Hard Skills)
  • Upgrade Planning and Execution (Hard Skills)
  • SLA Management (Hard Skills)
  • Data Analysis and Root Cause Analysis (Hard Skills)
  • Documentation and Process Maintenance (Hard Skills)
  • Strategic Analysis and Data Conditioning (Hard Skills)
  • Stakeholder Collaboration (Soft Skills)

    • Job Summary :

  • Travel to (or do remotely) customer locations for installation, upgrades, and device configuration.
  • Deliver network implementation and remediation projects to meet demands
  • Identify, diagnose and resolve network problem, analyze root cause
  • Install, maintain and upgrade network hardware, software, and operating systems
  • Report network operational status by gathering, prioritizing information
  • Secure network system by establishing and enforcing policies, and defining and monitoring
  • Field calls and emails from customers
  • Diagnose, replicate, troubleshoot and identify solutions to resolve customer issues
  • Escalate unresolved issues to the appropriate internal teams.
  • Communicate status of issues and projects to customers and colleagues

    • Skills on Resume :

  • Technical Proficiency in Networking (Hard Skills)
  • Project Management (Hard Skills)
  • Team Management (Soft Skills)
  • Problem Solving and Root Cause Analysis (Hard Skills)
  • Communication Skills (Soft Skills)
  • Customer Service (Soft Skills)
  • Security Management (Hard Skills)

    • Job Summary :

  • Manage local frontline / backline teams and track performance
  • Coordinate ticket management by local team
  • Manage backlogged tickets and respond to tickets
  • Ensure incidents are recorded, prioritized, categorized, and managed in accordance with SLAs
  • Incident Management and manage Customer Notifications for local region (and for other regions when they are out of hours)
  • Coordinate RCA preparation to ensure completion in a timely manner
  • Track open problem tickets and work with technical teams to ensure closure of problem tickets in timely manner
  • Run and monitor test environments in support of new releases.
  • React to ad-hoc requests from the business when appropriate
  • Develop and maintain relationships with other internal technology, project and business groups and external vendors
  • Encourage continuous service improvement and manual task automation

    • Skills on Resume :

  • Team Management (Soft Skills)
  • Ticket Management (Hard Skills)
  • Customer Communication (Soft Skills)
  • Root Cause Analysis (RCA) (Hard Skills)
  • Adaptability and Relationship Building (Soft Skills)
  • Application Support Lead, Zoom Video Communications, San Jose, CA

    • Job Summary :

  • Recognized as the subject matter expert on all the critical applications supporting the business
  • Maintaining a high level of "hands-on" support across the application portfolio, with a detailed understanding of the relationships between applications and business functions
  • Ensure correct running of all applications and processes including start / end of business day checks
  • Monitor and ensure compliance with all required processes and procedures, specifically change management, access control and security
  • Risk assess and approve change and privileged access requests
  • Take the lead in investigating and resolve application and business issues relating to applications and processes
  • Lead incident resolution of all high priority issues
  • Escalate problems and errors to 3rd line support or vendor teams and act as problem owner to deliver resolution
  • Improve and enhance application and system monitoring and alerting
  • Coordinate application implementations and upgrades.
  • Provide support and guidance to projects working on new developments of production systems

    • Skills on Resume :

  • Technical Expertise (Hard Skills)
  • Hands-on Support (Hard Skills)
  • Process Management (Hard Skills)
  • Risk Assessment and Management (Hard Skills)
  • Problem-Solving Skills (Soft Skills)

    • Job Summary :

  • Working as the lead for the applications support team
  • Creating bridges with operations teams, engineering teams and product owners and handling all end user application support issues
  • Build and lead a team of skilled application support specialists to ensure day-to-day operations are fully executed
  • Functions well in a team environment while being self-motivated to work effectively without supervision
  • Direct delivery of IT application management governance processes
  • Ensuring day-to-day operations delivered by internal and external teams are executed as expected
  • Develop plans to identify and fix root causes of application outages and incidents following agreed-upon change control and release management processes
  • Act as point of escalation for IT service delivery concerns from the business and IT management for area
  • Ensuring business impacts are identified and discussed
  • Collaborate with project teams and application / service transition team to ensure that new services and upgrades are implemented without adverse impact on the end user base
  • Organize and lead daily meetings with the applications support team

    • Skills on Resume :

  • Leadership Skills (Soft Skills)
  • Communication Skills (Soft Skills)
  • Team Building and Management (Soft Skills)
  • Self-motivation and Initiative (Soft Skills)
  • IT Governance and Process Management (Hard Skills)
  • Problem-Solving and Root Cause Analysis (Hard Skills)
  • Change Management and Transition Planning (Hard Skills)

    • Job Summary :

  • Develop applications support processes and ensure the team operates them professionally at all times
  • Provide thorough support and problem resolution for customers
  • Inform customers about issue resolution progress and track against SLOs / SLAs
  • Produce real-time reports on volume of customer queries and service tickets and time to resolution
  • Assist with the development of end user support guides and FAQs
  • Responding to customer requests and managing problem and incident tickets
  • Document issues and resolutions clearly via email and Salesforce
  • Document knowledge in the form of knowledge base tech notes and articles
  • Test new versions of software and file QA reports
  • Assist with brainstorming and testing efforts during software development phases

    • Skills on Resume :

  • Process Development and Management (Hard Skills)
  • Customer Support and Problem Resolution (Hard Skills)
  • Communication (Soft Skills)
  • Documentation (Hard Skills)
  • Ticket Management (Hard Skills)
  • Quality Assurance (QA) (Hard Skills)
  • Technical Proficiency (Hard Skills)
  • Analytical Skills (Soft Skills)

    • Job Summary :

  • Collaborates with Product Management, System Architects, and IT Platform Managers to refine features and decompose them into stories
  • Refine user stories with the team to deliver features and enablers
  • Collaborates with team members to ensure stories are clear and have mutually understood acceptance criteria
  • Collaborates with team members to ensure successful team reviews (demos) and integrated system demos
  • Works with team members, Product Management, and System Architects to ensure estimates for features and stories are performed in a Lean-Agile manner
  • Collaborates with the team in creating sprint goals and longer-range objectives
  • Supports quality practices and DevOps
  • Constant communication with Product Management, IT Platform Managers, and other stakeholders concerning the status of in-progress work and preparation for upcoming work
  • Responsible for the SAP Integration, process design, evaluation, prototype, configuration and provide strategic planning for SAP Data Integration
  • Plan and Manage day-to-day operations based on Service Demands for the Record to Report area
  • Assistance in the resolution of tickets in the Record to Report area

    • Skills on Resume :

  • Agile Methodologies (Soft Skills)
  • User Story Refinement (Soft Skills)
  • Sprint Planning and Objective Setting (Soft Skills)
  • Communication Skills (Soft Skills)
  • Integration and Process Design (Hard Skills)
  • Operations Management (Hard Skills)
  • Problem Resolution (Soft Skills)

    • Job Summary :

  • Manage the Application Support Team and take full responsibility for their effectiveness.
  • Coach and develop the team, liaise with multiple internal teams
  • Make strong stakeholder relationships with Product Owners
  • Deputise for the Application Support manager
  • Participate in appraisals for each permanent team member
  • Meeting business users to review incidents, support and changes, writing incident reports for senior management
  • Delivery of Maintenance Services
  • Delivery of SME to AMS team in the analysis of tickets and diagnosis the cause
  • Suggest standard solutions to the Customer based on Best Business Practices and provide Design for any Customization.
  • Interacts with Clients in the Record to Report area for requirements gathering, solution design and testing planning

    • Skills on Resume :

  • Leadership and Team Management (Soft Skills)
  • Coaching and Development (Soft Skills)
  • Stakeholder Management (Soft Skills)
  • Performance Evaluation (Soft Skills)
  • Incident Management and Reporting (Hard Skills)
  • Solution Delivery and Client Interaction (Hard Skills)

    • Job Summary :

  • Provide day-to-day leadership of the Application Support Analyst team.
  • Ensuring work is allocated effectively and dealt with in SLA, training needs are identified and met
  • Define and document processes, and escalations managed internally and with suppliers.
  • Provide 1st / 2nd line support for all IT core business applications.
  • Logging the nature of the problem, investigating and resolving where possible
  • Escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally.
  • Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
  • Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
  • Liaise with external suppliers for call tracking and resolution within their agreed Service Level Agreements.
  • Work side by side with users to understand their challenges and IT issues daily and make recommendations for application improvements
  • Ensure that all working practices comply with Health and Safety legislation
  • Leadership role of small teams

    • Skills on Resume :

  • Leadership Skills (Soft Skills)
  • Process Definition and Documentation (Hard Skills)
  • Technical Support (Hard Skills)
  • Issue Tracking and Assignment (Hard Skills)
  • User Engagement and Recommendations (Soft Skills)
  • Application Support Lead, Dropbox Inc., San Francisco, CA

    • Job Summary :

  • Develop and implement a strategic and comprehensive Financial Crimes Compliance technology solution for capturing, monitoring and reporting activities.
  • Participate in the implementation of technology strategic planning initiatives that support FCC applications, including all new products and / or improvements over existing products.
  • Provide day-to-day leadership in a liaison role between vendor providers and the Financial Crimes Compliance team for technical support and project delivery processes.
  • Implement Regulatory Reporting platform with the following features : active regulatory rules management, reports management and submissions, forms onboarding, calendar maintenance, cross report integrity, top side adjustments, regulatory edit-checks, attestation workflows and re-statements.
  • Build a platform to support Compliance Risk Management which includes Enterprise-wide Anti-Money-Laundering Risk Assessment, Compliance Annual Risk Management, Anti Bribery and Corruption, Sanctions, Fair Lending Act, AML threshold setting, Optimization and Segmentation.
  • Oversee vendor changes and releases to the production platform in effective manner.
  • Evaluate technology and architecture deliverables for current and new technologies.
  • Establish / maintain contacts within banking industry to keep appraised of business activities / business drivers, business requirements, solution strategies, and alternatives, etc.

    • Skills on Resume :

  • Financial Crimes Compliance Expertise (Hard Skills)
  • Project Management (Soft Skills)
  • Regulatory Reporting Platform Implementation (Hard Skills)
  • Compliance Risk Management (Hard Skills)
  • Industry Networking (Soft Skills)
  • Application Support Lead, Intel Corporation, Santa Clara, CA

    • Job Summary :

  • Ensuring all applications are proactively monitored, managed and supported according to industry / vendor best practice, applications are kept current, adhering
  • Defined policies, processes and procedures to meet agreed SLAs / KPIs.
  • Ensuring all Application Changes are presented well in CAB, and executed to plan without unexpected impact to service.
  • Ensuring all SIPs and Problems across the Application Portfolio are exhaustive in their search for root cause and preventative actions.
  • Ensure all Incidents are given the appropriate attention to meet and improve on availability and performance measures.
  • Work with Vendor Service Management to review third party supplier perfromance as it relates to applications
  • Assessing the Service they provide, and assisting with technical detail.
  • Contribute to designing and delivering an enterprise application strategy that supports both IT and any wider business objectives
  • Work with Cyber Security to ensure that all Application components are managed to the appropriate level of risk

    • Skills on Resume :

  • Application Monitoring and Support (Hard Skills)
  • Policy and Procedure Adherence (Hard Skills)
  • Change Management (Hard Skills)
  • Enterprise Application Strategy (Soft Skills)
  • Cybersecurity Integration (Soft Skills)
  • Application Support Team Leader, Airbnb Inc., San Francisco, CA

    • Job Summary :

  • Develop and refine application support procedures to ensure continuous improvement
  • Act as a level 3 escalation point to triage and then delegate of resolve support tickets through phone, web, email
  • Channels by providing superior help desk performance as measured by ticket quality, call quality, resolution quality and timing, and overall client satisfaction
  • Assist team members in resolving support tickets and troubleshooting by acting as point of escalation for difficult / advanced technical support issues
  • Identify and highlight best practices in support and contribute to a knowledgebase of articles
  • Proactively assist customers with suggestions for new features released by Microsoft on a variety of applications including the Power Platform, SharePoint and Microsoft Office.
  • Manage a clear strategy to effectively manage the bi-annual upgrades of the Power Platform across multiple customers
  • Engage with Microsoft Support to assist and resolve customer support issues.
  • Communicate with business stakeholders and consultant team members to ensure the solution design or fixes meet requirements
  • Implementing and configuring proactive monitoring solutions to develop a proactive support capability.

    • Skills on Resume :

  • Application Support Procedures (Hard Skills)
  • Technical Troubleshooting (Hard Skills)
  • Best Practices Identification (Hard Skills)
  • Microsoft Product Knowledge (Hard Skills)
  • Stakeholder Communication (Soft Skills)
  • Proactive Monitoring (Hard Skills)
  • Application Support Lead, LinkedIn Corporation, Sunnyvale, CA

    • Job Summary :

  • Manages business relationships across the domain as well as partner teams ensuring systems are up and trucks are rolling
  • Be the initial point of contact on day-to-day operational, process, and performance items.
  • Identify trends and areas of improvement
  • Lead / participate major incident service restoration and problem management activities (will be on call in the event of major incidents)
  • Work closely with Team in a managed services model to review work progress and status
  • Supporting the Work Intake process to schedule initiatives
  • Partners with Fulfillment Team and broader Commercial Team to ensure solid communication and issue resolution
  • Partners with software and hardware vendors to ensure solutions and equipment meet project specifications
  • Partners with Enterprise Program Management Office (EPMO) to ensure execution of project governance and activities
  • Maintain support documentation in a consistent manner across the Codec group.
  • Be able to guide and manage a support team towards defined goals.
  • Identify implementation risks and participate in defining risk mitigation and control activities.
  • Maintain lean documentation, ensuring it is kept relevant and useful.

    • Skills on Resume :

  • Business Relationship Management (Soft Skills)
  • Operational Oversight (Hard Skills)
  • Project Coordination (Hard Skills)
  • Communication and Issue Resolution (Soft Skills)
  • Documentation and Risk Management (Hard Skills)

    • Job Summary :

  • Be responsible and accountable for individual and team results
  • Oversee day-to-day teams' operation and performance
  • Ensure customer satisfaction objectives
  • Do regular performance evaluations, set clear team goals and KPIs
  • Monitor team performance and report on metrics
  • Ensure adequate staffing and appropriate skill levels by managing shifts, staffing schedules
  • Manage and control personal presence onsite including holidays, shift and unforeseen absences for individual and teams
  • Provide recommendations to improve staff and team operational, technical and customer satisfaction
  • Take on a wider customer service role and act as an escalation point for the customer
  • Responsible for managing and assigning the tasks of the Application Support Specialists
  • Responsible for working with management to design and measure metrics within the Application Support department to ensure company strategic goals are met.
  • Be responsible for entire projects or functions having modest scope / impact or portions of projects having considerable scope / impact to department, area, and, at times, SBU results

    • Skills on Resume :

  • Leadership and Team Management (Soft Skills)
  • Performance Management (Hard Skills)
  • Customer Satisfaction Management (Soft Skills)
  • Staffing and Scheduling (Hard Skills)
  • Problem Solving and Decision Making (Soft Skills)
  • Communication Skills (Soft Skills)
  • Project Management (Hard Skills)
  • Technical Knowledge (Hard Skills)

    • Job Summary :

  • Be accountable for operational support of various environments
  • Oversee the delivery of mission-critical infrastructure and development projects for GOW and / or major client groups.
  • Building relationships with AD partners and collaborating using DevOps tools and implementing continuous automated deployments.
  • Successfully deliver complex, enterprise-scale projects involving multiple front-end and back-end systems.
  • Work closely with other technology and business teams as well as vendors
  • Ensure appropriate delivery of support services, and ensure adherence to standards and operating procedures.
  • Users may be located in various business units or locations.
  • Interact with external vendors that have contracted with for support of packaged applications.
  • Support client facing businesses and functions.
  • Remote and face to face communication required with the business for service delivery.
  • Support application may be required of hours in order to aid the business in meeting client deliverables

    • Skills on Resume :

  • Operational Support Accountability (Soft Skills)
  • Project Management (Hard Skills)
  • DevOps and Automation (Hard Skills)
  • Project Delivery (Hard Skills)
  • Collaboration and Relationship Building (Soft Skills)
  • Service Delivery Management (Hard Skills)
  • Communication Skills (Soft Skills)
  • Application Support Lead, Square Inc., San Francisco, CA

    • Job Summary :

  • Learn about clients, the team, and different areas of support process
  • Identify areas of improvement in processes
  • Build relationships with clients and vendors to assess needs
  • Take over and grow project specific support process
  • Act as the primary contact for customer support issues
  • Fully take project support process and build out improvements and enhancements
  • Guide internal and external staff on best practices, areas of improvement, and resolution of issues
  • Continuously improve the support process of client engagements.
  • Engage and interview critical stakeholders to assess areas support process can improve.
  • Lead a team of Application Support Specialists and help them identify holes in knowledge, skills, practices, and decision making.
  • Add to company culture of growth and innovation by leading a key factor of process.

    • Skills on Resume :

  • Client Relationship Management (Soft Skills)
  • Process Improvement (Hard Skills)
  • Project Management (Hard Skills)
  • Customer Support (Soft Skills)
  • Process Optimization (Hard Skills)
  • Coaching and Mentoring (Soft Skills)
  • Technical Application Support Lead, Verizon Communications, New York, NY

    • Job Summary :

  • Work directly with impacted resources / teams in understanding incidents as they arise.
  • Acquire steps to reproduce issues or gain an understanding of the specific scenario / conditions behind an incident.
  • Properly track incidents from start to close via Jira Support ticket system.
  • Actively and consistently improve understanding of the system and the solutions used in order to improve the Support team's capabilities when addressing future issues.
  • Guide and enforce Product Support policy and procedures with fellow Product Support team members.
  • Work with multiple teams and departments to better understand the products, processes, and business model with respect to internal / external applications.
  • Exhibit proper "bedside" manner when communicating or addressing any impacted end-users.
  • Exhibit a sense of urgency when communicating to business and technical partners on incidents as occur when impact system performance or resource availability.
  • Act as a technical resource during other projects

    • Skills on Resume :

  • Troubleshooting and Problem Solving (Hard Skills)
  • Ticketing System Management (Hard Skills)
  • Policy Enforcement (Soft Skills)
  • Cross-Functional Collaboration (Soft Skills)
  • Effective Communication (Soft Skills)
  • Sense of Urgency (Soft Skills)
  • Technical Application Support Lead, SAP America Inc., Newtown Square, PA

    • Job Summary :

  • Work with the various business departments to understand needs for the software and any issues / concerns they are experiencing.
  • Consult with business and IT partners on the evaluation of software especially as it relates to support considerations.
  • Periodically review and update DR scripts.
  • Establishing cross-training initiatives within the team to provide enhanced support capability.
  • Analyzing and resolving production issues while documenting and following up on all unresolved issues.
  • Identify and remove impediments, prevent distractions.
  • Be responsible for coordinating business partner IT Notifications in the event of delays
  • Assist with technical investigations, impact analysis, and provide RCAs.
  • Participate in walkthrough reviews of technical specifications, programs, and unit test plans.
  • Understands / communicates business unit requests and participates in cross-functional project teams for new systems development.
  • Able to work across countries, regions, and time zones with a broad range of cultures and technical capabilities.

    • Skills on Resume :

  • Stakeholder Management (Soft Skills)
  • Consultation (Soft Skills)
  • Disaster Recovery Planning (Hard Skills)
  • Training and Development (Soft Skills)
  • Problem Solving (Soft Skills)
  • Agile Project Management (Soft Skills)
  • Communication and Notification (Soft Skills)
  • Technical Analysis and Root Cause Analysis (Hard Skills)
  • Application Support Leader, Uber Technologies Inc., San Francisco, CA

    • Job Summary :

  • Develop deep understanding of technology engineering (networks, systems, vendors) and the role / responsibilities that each team plays in assuring business is able to function at a high level of consistency and reliability.
  • Provide technical leadership and mentoring for a team of application support engineers.
  • Manage assigned work through Tickets, Incidents and Project work, and assign work across a team of support engineers.
  • Works to develop a strong understanding and relationship between business partners.
  • Develop a disciplined approach in vetting, implementing and monitoring any change activity as well as monitoring and communicating issues / incidents in the daily course of business.
  • Develop Application Runbooks for the supported application families, documenting processes, and monitoring application performance metrics.
  • Managing a record of configuration changes and scheduling application updates.
  • Providing front-end support to clients and colleagues in other departments.

    • Skills on Resume :

  • Technical Knowledge (Hard Skills)
  • Leadership and Mentoring (Soft Skills)
  • Task Management (Soft Skills)
  • Relationship Building (Soft Skills)
  • Change Management (Soft Skills)
  • Documentation (Hard Skills)
  • Configuration Management (Hard Skills)
  • Customer Service (Soft Skills)

    • Job Summary :

  • Led team, people management and coaching, setting objectives and providing direction to the NA team.
  • Regional escalation contact for all day-to-day issues impacting the plant
  • Being the first point of contact for senior Technology and Business leaders within region.
  • Regular engagement with the sales desk, product owners, software engineers and other stakeholders to resolve day-to-day issues impacting the application stack
  • Create, continuously improve and maintain real-time monitoring dashboards to ensure system operability and performance
  • Establish and drive the governance of effective incident, problem and change management processes to ensure the team is following best practices.
  • Proactively identify issue trends and opportunities for stability improvement in the environment and work with SRE and Software Engineering team to develop and implement strategic solutions for these issues.
  • Manage the onboarding of new businesses, clients and applications to be supported by the team.
  • Ensure resiliency of the platform through managed DR / SR / HA events.

    • Skills on Resume :

  • Leadership and Team Management (Soft Skills)
  • Problem Solving and Escalation Management (Soft Skills)
  • Stakeholder Communication (Soft Skills)
  • Collaboration and Stakeholder Engagement (Soft Skills)
  • Monitoring and Analytics (Hard Skills)
  • Governance and Process Management (Hard Skills)
  • Trend Analysis and Solution Development (Soft Skills)
  • Resilience and Disaster Recovery Planning (Hard Skills)

    • Job Summary :

  • Manage and resolve problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines.
  • Fulfill application service requests in accordance with established team processes.
  • Develop, execute and document plans to test system modifications and / or data integrity as a role in change control processes within planned projects or problem resolution activities.
  • Develop and maintain technical and user documentation.
  • Conduct thorough system analysis and / or comprehensive software / systems programming.
  • Provide off-hours and / or escalated support through participation in rotating pager coverage 24 hours a day, 7 days a week.
  • Collect, analyze and report on metrics surrounding application, system and database performance, problem resolution performance and resource management.
  • Assist management by conducting training and assisting teammates.
  • Interact with internal users of the systems that are supported.

    • Skills on Resume :

  • Troubleshooting and Problem Resolution (Hard Skills)
  • Testing and Change Control (Hard Skills)
  • Documentation (Hard Skills)
  • System Analysis and Programming (Hard Skills)
  • 24 / 7 Support Readiness (Hard Skills)
  • Metrics Analysis and Reporting (Hard Skills)
  • Training and Team Support (Soft Skills)
  • User Interaction (Soft Skills)
  • Professional Application Development and Support Lead, DocuSign Inc., San Francisco, CA

    • Job Summary :

  • Provide second level application support, coordinating the involvement of business, development, infrastructure, and / or partnering applications in problem resolution
  • Maintain Genfare PCI-DSS Compliance – quarterly scans with SPX IT and annual audit with independent, third-party auditor
  • Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements)
  • Collect, analyze and report SLA and KPI data (and take corrective actions as warranted) to drive application stability and usability
  • Manage established budgets and forecasts
  • Coach and continually develop team
  • Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications
  • Manage the release calendar for all activity (code fixes and work orders)
  • Facilitate the hand-off of new release functionality from the development team to the release team
  • Participate in on-call responsibilities 24x7x365, managing team rotation schedules
  • Further DevOps and Agile methodologies within application portfolio, working with infrastructure and development partners alike
  • Identify, sponsor and implement continuous improvement initiatives within the application development and support team

    • Skills on Resume :

  • Coordination (Hard Skills)
  • Compliance Management (Hard Skills)
  • Enhancement Identification (Hard Skills)
  • SLA and KPI Management (Hard Skills)
  • Budget Management (Hard Skills)
  • Team Development (Soft Skills)
  • Prioritization and Release Management (Hard Skills)
  • DevOps and Agile (Hard Skills)

    • Job Summary :

  • Technical Support and Maintenance of the Business Service and Applications.
  • Develop and maintain a broad, end-to-end technical understanding of the Wealth Technology estate, being recognised as the leader of the team.
  • Hands-on and should be able to work independently and guide Wealth RTB India team in a way that allows team members to demonstrate excellence and stewardship whilst developing skills and career.
  • Manage and own the successful handover of change into the support environment.
  • Ensure that the technical integrity and quality of the applications / services are maintained across lifetime
  • Supporting external areas in the development of any technical changes being proposed
  • Use system-specific knowledge and technical expertise to assist external areas in the definition of technical strategies where appropriate.
  • Own maintain and track incidents through entire lifecycle
  • Identify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systems.
  • Drive a Service Reliability Engineering approach to platform improvement
  • Develop and drive a DevOps / OpsDev approach to change delivery, working closely with the relevant BTB teams

    • Skills on Resume :

  • Technical Support and Maintenance (Hard Skills)
  • Leadership and Guidance (Soft Skills)
  • Change Management (Hard Skills)
  • Ensuring Technical Integrity (Hard Skills)
  • Collaboration and Support (Soft Skills)
  • Strategic Technical Assistance (Hard Skills)
  • Application Support Team Leader, Groupon Inc., Chicago, IL

    • Job Summary :

  • Overseeing the incident management process and team members involved in resolving the incident, on a 24 / 7 on-call rotation.
  • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
  • Prioritizing incidents according to urgency and influence on the business.
  • Producing documents that outline incident protocols, creating SOP and step-by-step scenario handling for the team to follow.
  • Collaborating with the incident management team to ensure that all protocols are diligently followed.
  • Logging all incidents and resolution to see if there are recurring malfunctions.
  • Adjusting the incident management process to ensure its effectiveness.
  • Communicating with development or product stakeholders on major issues is found in the code.
  • Managing the incident team members by receiving escalations, re-assigning workloads and re-scheduling non-urgent tasks.

    • Skills on Resume :

  • Incident Response and Analysis (Hard Skills)
  • Prioritization and Urgency Assessment (Hard Skills)
  • Documentation and SOP Development (Hard Skills)
  • Collaboration and Team Coordination (Soft Skills)
  • Incident Logging and Analysis (Hard Skills)
  • Process Improvement (Hard Skills)
  • Stakeholder Communication (Soft Skills)

    • Job Summary :

  • Support the Application Support Team.
  • Provide proper coaching, guidance and support the team would require.
  • Reduce unnecessary efforts and toil activities to enforce an efficient use of time and resources.
  • Represent the team with the upper management.
  • Manage proper communications with all the required stakeholders from business and tech domains.
  • Lead end to end principal flows and business particularities to have the best view and impact analysis in major incidents situations.
  • Drive career development for every resource.
  • Participate on business and technical meetings.
  • Drive Problem Management and Post mortem calls for every major incident.
  • Visibility on the different technical project encouraged from the PM Team.
  • Own the change management process and negotiate best days to implement.

    • Skills on Resume :

  • Team Support and Coaching (Soft Skills)
  • Leadership and Representation (Soft Skills)
  • Stakeholder Communication (Soft Skills)
  • Change Management Ownership (Hard Skills)
  • Application Support Lead, Dell Technologies Inc., Round Rock, TX

    • Job Summary :

  • Manage application Calls : EOG for all application monitoring tools, expected first to react to monitor event.
  • Assures problem calls are tracked, routed properly and closed.
  • Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.99%.
  • Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
  • Supporting the DevOps operating model for applications which are hosted on the JP Morgan Market platform.
  • Support of these applications will require regular engagement with business client services, infrastructure
  • Supporting core infrastructure of JPMM platform including Geo-location based and local load balancing, Internet security
  • Networking and Apache and Tomcat based applications.
  • Work closely with the development teams to understand the strategic growth plans for the platform.
  • Analyze the potential cross-LOB impact of data processes and projects.

    • Skills on Resume :

  • Application Calls Management (Hard Skills)
  • Problem Tracking and Routing (Hard Skills)
  • System Stability Monitoring (Hard Skills)
  • Troubleshooting and Issue Resolution (Hard Skills)
  • DevOps Support (Hard Skills)
  • Client Engagement (Soft Skills)
  • Infrastructure Support (Hard Skills)
  • Strategic Planning and Analysis (Soft Skills)

    • J-18808-Ljbffr

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