APPLICATION SUPPORT LEAD JOB DESCRIPTION

Spend a week in this seat and you will move between diagnosing a P1 incident for a business-critical application and coaching a junior analyst through their first root cause write-up. The Application Support Lead owns the ITIL-governed support function for a portfolio of enterprise applications - fielding Tier 2 and Tier 3 escalations, managing the change and problem management pipeline, and keeping SLA commitments intact under production pressure. Most organizations in this space expect ITIL certification or demonstrated equivalent practice. What makes the role genuinely demanding is the combination of hands-on technical depth and the expectation that the person in it will also grow the people around them.

As the Application Support Lead, you are accountable for the stability and continuous improvement of an enterprise application portfolio, owning incident triage through resolution while enforcing structured change and problem management practices that keep service levels defensible. You lead a team of support analysts, typically four to eight, coordinating directly with development, infrastructure, and vendor teams while reporting to an IT Operations or Service Delivery Manager.

Career Impact: Leading an ITIL-governed support function at the Tier 2/3 level builds the service management credentials that distinguish senior individual contributors from managers in enterprise IT hiring markets.

Business Impact: When production incidents on business-critical applications are resolved quickly and recurring faults are permanently closed, the downstream teams, from finance operations to customer-facing staff, maintain continuity that directly protects revenue and service commitments.

Growth Opportunity: The diagnostic range required here - spanning application logs, database queries, infrastructure topology, and vendor SLA governance - positions you for progression into IT Service Delivery Manager or Solutions Architect roles within three to five years.

• Own incident and problem management processes for all applications in scope, serving as the primary escalation point for Tier 2 and Tier 3 issues.
• Lead a team of support analysts, including daily workload prioritization, performance feedback, and structured coaching on technical and process skills.
• Drive root cause analysis for P1 and P2 incidents, producing documented findings and mitigation actions within agreed SLA windows.
• Establish and enforce standard operating procedures covering change request assessment, deployment readiness, and post-release verification.
• Monitor application health and performance across production environments, identifying degradation trends before they become service-impacting events.
• Coordinate onboarding of new applications into the support model, managing knowledge transfer and ensuring operational readiness criteria are met.
• Partner with development and infrastructure teams to translate recurring support patterns into prioritized enhancement or remediation backlog items.
• Maintain the team knowledge base and technical documentation so that repeat incidents can be resolved without senior escalation.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 4 or more years of application support or production support experience, with at least 2 years in a lead or supervisory capacity.
• Demonstrated knowledge of ITIL service management practices, specifically Incident, Problem, and Change Management.
• Proficiency in SQL query writing and relational database troubleshooting across at least one major database platform.
• Experience supporting multi-tier, distributed application environments including web servers, APIs, and application server configurations.
• Proven ability to analyze application logs and system diagnostics to identify root cause under time pressure.
• Strong written and verbal communication skills, with demonstrated ability to convey technical findings clearly to non-technical stakeholders.
• Experience developing or maintaining support documentation including runbooks, knowledge base articles, and change templates.

• ITIL Foundation certification or higher, with demonstrated application in a structured service management environment.
• Scripting experience in at least one language used for automation or log analysis in support workflows.
• Experience managing vendor-delivered support services within a formal SLA and service credit framework.
• Familiarity with cloud infrastructure concepts and their implications for application availability and incident response.

• Mean time to resolution for P1 and P2 incidents, measuring how quickly escalated production failures are closed.
• SLA compliance rate across all incident and service request categories, tracked weekly against agreed thresholds.
• Repeat incident rate per application, reflecting how effectively root cause actions prevent recurrence.
• Change success rate, measuring the percentage of production deployments completed without incident or rollback.
• Knowledge base coverage ratio, tracking the share of recurring incident types with documented resolution procedures.
• Typical tools: ticketing and ITSM platforms (commonly ServiceNow or Jira Service Management); monitoring platforms (commonly Dynatrace or Splunk).

• Base Salary Range: $95,000 to $130,000 annually, depending on experience and location
• Bonus: Annual performance bonus of 8% to 12% of base salary
• Equity: RSUs offered at mid-to-large employers; less common at smaller organizations
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization
• PTO: 15 to 20 days annually, plus standard federal holidays
• Common Perks: On-call or shift differential pay, professional certification reimbursement, remote or hybrid flexibility

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment, and all candidates must be authorized to work in the United States without sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request.

The Application Support Lead owns the escalation path for customer and product complaints across the fluid handling portfolio, partnering with engineering, product management, and marketing to keep teams aligned on new products and emerging issues. Working alongside trainers, sales, and R&D, this role builds team capability and ensures compliance with export and regulatory requirements that protect business continuity.

Key Responsibilities

• Provide coaching and mentoring to team members related to the fluid handling product portfolio.
• Oversee regulatory documents including CoC, REACH, and RoHS.
• Assist with validation requests and Non-Disclosure agreements.
• Coordinate routine desk audits of suppliers.
• Lead process customer and product support initiatives.
• Assist trainers with development and delivery of training needs for business processes, internal systems, and customer and product support best practices.
• Own and act as an escalation point for team members for customer and product complaints and decision-making.
• Partner with engineering and product management teams to stay current on new products, business initiatives, and product issues.
• Drive product and process issue awareness to the team and key departments proactively.
• Provide feedback on product design to Cole-Parmer manufacturing divisions and partners.
• Lead product testing with marketing, engineering, and R&D teams.
• Support internal and external customers via email, phone, and other channels by actively listening and identifying needs.
• Assist sales team with lab setups, onsite troubleshooting, and service contracts as needed.
• Ensure compliance with national security requirements and export compliance for all transactions.

Education & Experience

• Bachelor's degree in Physics, Chemistry, Biology, or a related scientific or engineering field, or equivalent combination of education and experience.
• 3-5 years of customer service experience, with leadership experience a plus.
• Proven ability to use scientific vocabulary and terminology across laboratory, fluid handling, electrochemistry, and industrial equipment domains.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and the Internet, with ability to learn additional software.
• Experience with AS400 or other customer database management systems is a plus.
• Strong analytical and problem-solving skills with ability to read and understand technical manuals and diagrams.
• Proven ability to coach, guide, and mentor peers to make impactful business decisions.
• Able to work independently to implement process and project management effectively.
• Strong time management skills with ability to meet deadlines under pressure in a fast-paced, collaborative environment.
• Excellent written and verbal communication skills across all levels of the organization.

Embedded within a fraud prevention SaaS platform team, the Application Support Lead delivers technical support and root cause analysis for web-based enterprise applications running on Java and Linux. Working closely with developers, QA, and peer support teams, this role sustains high availability and optimum performance across a large, high-transaction-volume customer base.

Core Functions

• Diagnose problems with web-based enterprise applications and various vertical applications.
• Document processes involved with support duties for internal customers and end-users.
• Contribute in writing and in person to root cause analysis meetings as part of process improvement.
• Operate and support a large SaaS platform based on Java and Linux.
• Participate in the development and testing of internal tools, scripts, and other coding projects.
• Work closely with peer teams to deliver high availability and optimum performance for customers.
• Work with application developers, support staff, and the QA team to isolate customer issues.
• Diagnose and analyze issues reported by clients.

Required Qualifications

• Bachelor's degree in Computer Science preferred.
• 3+ years of experience building web service APIs or UIs, supporting SaaS environments, and working in high-availability, high-transaction-volume settings.
• 3+ years of experience supporting and debugging mobile applications in Objective-C for iOS and Java for Android, with experience on 2+ application servers (WebLogic, WebSphere, Tomcat, or JBoss) and 2+ relational databases (Oracle, MySQL, SQL Server).
• Knowledge of object-oriented and functional programming paradigms, Java, Groovy, and Python highly desirable.
• Proficient in SQL with experience in Oracle or Postgres; familiar with NoSQL databases.
• Working knowledge of XML, CSV, JSON, and character encodings; familiar with hashing, symmetric encryption, public key encryption, and SSL/TLS.
• Basic understanding of common networking components, web application topologies, and web technologies including HTML, CSS, and JavaScript.
• Experienced in Linux OS and command-line operations.
• Analytical, detail-oriented problem-solver with a customer-first attitude and strong written and verbal communication skills.
• Comfortable working in a rapidly changing environment with minimal technical oversight.

Reporting to the Manager, the Application Support Lead shapes day-to-day operations across mail handling, courier, storage, client reporting, and new project support within a hybrid operations and relationship management role. Partnering with front office partners, internal teams, and third-party vendors, this role improves service delivery and sustains SLA performance across the back office.

Primary Duties

• Monitor activities and volume, and respond to changing conditions within the team to meet outlined SLAs.
• Recognize training issues, learning opportunities, and knowledge gaps, and develop learning paths in conjunction with IPC partners and back office administration.
• Support management by recognizing positive contributions and maintaining notes and minutes for team meetings.
• Serve as liaison between client-facing front office partners, internal partners, and third-party vendors to transfer knowledge and represent mutual interests.
• Educate callers on policies and procedures, including document requirements and ease-of-business service offerings.
• Contribute to own professional development through active participation in coaching sessions with management.
• Provide prompt follow-ups to advisor and internal inquiries and calls to meet SLAs.
• Validate fee rates charged to unit holder accounts for the Fee-based Product.
• Assist with problem resolution, tracking, statistical reporting, and project support including testing and occasional weekend work.

Qualifications & Experience

• Minimum 5 years of experience in a financial operations environment.
• Undergraduate degree in Business preferred.
• Completion of CSC/IFIC is an asset.
• Knowledge of relevant fund company and dealer back-office software solutions is an asset.
• Proficient in Microsoft Office suite, primarily MS Word and Excel.
• Approachable leader with ability to provide clear verbal and written instructions to stakeholders across all levels of the organization.
• Strong time management skills with ability to oversee multiple projects and teams under tight deadlines.

Sitting at the intersection of technical service management and team leadership, the Application Support Lead leads incident, problem, and knowledge management processes for in-scope applications while acting as service manager at Deutsche Bank Bucharest Excellence Center. Operating across internal engineering teams and external third-party vendors, this role designs performance metrics, ensures procedural robustness, and develops team members to advance application support capability across the organization.

Technical Responsibilities

• Manage and own incident, problem, and knowledge management processes for applications in scope while acting as service manager.
• Develop, coordinate, and promote effective problem management activities across all support teams.
• Lead and prioritize the Application Support team's workload.
• Provide input on application and infrastructure scalability.
• Interact with internal teams and external third-party vendors to troubleshoot and resolve complex problems.
• Design appropriate metrics for reporting on key performance and quality indicators, including in-depth trend analysis.
• Maintain application monitoring, performance tuning, and testing.
• Provide third-line application support on complex internally and externally developed applications.
• Ensure robust procedures and processes exist within the application support function.
• Act as transition manager for onboarding new applications to the DB support model, managing knowledge transfer and support organization setup.
• Coach and develop team members and proactively maintain and increase technical knowledge for the team.

Technical Qualifications

• Technical degree in Computer Science or related field.
• 5+ years total in a technical environment, with 3+ years in a hands-on application support lead or manager role.
• ITIL-certified or experienced in Problem and Incident Management within an ITIL environment.
• Experience supporting multi-tier infrastructures, Java applications, and web technologies.
• Proficient with Jira, ServiceNow, and Remedy.
• Oracle and MS SQL experience desirable.
• High proficiency in English with strong interpersonal and communication skills.
• Proven ability to communicate effectively with senior executives.

A key member of the IT support function, the Application Support Lead delivers cross-functional application support across SAP, Ariba, JDA, LIMS, and Business Objects within the Glanbia applications model. Collaborating across programmers, business users, and IT teams, this role resolves incidents, documents solutions, and enables users to maximize the value of enterprise systems.

Duties

• Provide application support to Glanbia business units across a variety of applications, most notably SAP, Ariba, JDA, LIMS, and Business Objects.
• Assist in the ongoing support of new functionality within the Glanbia applications model.
• Support the interface environment between various applications in the Glanbia IT systems.
• Liaise with programmers to bring problems to resolution.
• Document solutions to ensure repeat incidents can be quickly resolved.
• Provide training to users where necessary.
• Provide out-of-hours support as required on a rotational basis.
• Contribute to other project activities within various application streams as required.

Skills & Qualifications

• Relevant bachelor's degree in Business or IT.
• ITIL Foundation level training.
• Cross-functional knowledge or experience of SAP ECC6, Ariba, JDA, LIMS, or Business Objects.
• Basic knowledge of ABAP programming.
• Solid operational or business analysis background.
• Strong customer focus with good communication skills.
• Excellent problem-solving skills with the ability to quickly learn and understand new technologies and applications.
• Strong ability to work in a fast-paced environment as part of a multidisciplinary team.
• Initiative, sense of responsibility, commitment to work, and excellent attention to detail.

Sustained availability of retail servers and business-critical applications depends on the Application Support Lead, who leads a team of three IT Support and DevOps analysts and serves as the technical escalation point for support tickets across CTC's distributed enterprise environment. Based within the broader technical and business teams at CTC, this role partners with IT units and stakeholders to identify root causes, address recurring issues, and plan capacity and disaster recovery across the full application lifecycle.

Leadership Responsibilities

• Lead a team of 3 IT Support and DevOps analysts and serve as the technical escalation point for support tickets.
• Provide hands-on application support for daily operations including service, data integrity, configuration, user administration, reporting, and optimization.
• Identify root causes and resolve incidents reported by monitoring systems and end-users, and analyze data inaccuracies and change risks.
• Develop monitoring requirements to meet SLA specifications and maintain documentation and a knowledge base for the support team.
• Identify, document, and recommend code enhancements in collaboration with internal stakeholders and vendors.
• Lead capacity, disaster recovery, and high availability planning across the application lifecycle.
• Collaborate with IT units and business stakeholders to understand business processes and ensure recurring issues are addressed across all involved teams.
• Evaluate compliance requirements for applications in scope and recommend improvements.
• Manage task priorities and availability of retail servers, applications, and processes, and communicate timelines, dependencies, and progress effectively.
• Provide infrastructure support during business hours and after-hours, participate in on-call rotation, and troubleshoot production incidents through to resolution.
• Research upcoming tools and technologies to improve existing processes and provide auto-recovery solutions for failure scenarios.

Requirements

• University degree in Computer Science, Engineering, or a related technical field.
• 5+ years supporting business teams in a multi-platform environment with a focus on automation, including managing a rotating on-call team of 3-5 L2/DevOps support staff.
• Application support experience across the full end-to-end Software Delivery Lifecycle.
• Working knowledge of SQL databases including complex queries and report generation.
• Proficient in both Linux and Windows environments.
• Knowledgeable in IT operational technologies, including operating systems, networking, and databases.
• Understanding of DevOps, SRE, and distributed systems across modern and legacy environments.
• Able to read and understand a Java Stack Trace.
• Strong people leadership skills with proven ability to mentor and work directly with internal and external customers and vendors.

As the Application Support Lead, this role serves as the key interface between AZ R&D China, Global R&D, and Global IT, managing on-site lab computing, scientific platforms, GxP compliance, and technology projects in a global pharmaceutical research environment. The R&D IT organization relies on this work to align local and global IT capabilities, capture value from delivered systems, and maintain operational excellence across lab infrastructure, vendor management, and clinical trial support.

Strategic Responsibilities

• Maintain and drive operational excellence across application support, maintenance, lab IT infrastructure, scientific computing, vendor management, deskside support, and software license and asset management.
• Lead Digital Lab China deployment and support in partnership with global teams.
• Provide technical and process support for global scientific platforms and services to China scientists.
• Engage business stakeholders to ensure adoption of systems and services and capture value realization from delivered capabilities.
• Coordinate application introductions and training aligned with global roadmaps and user demands.
• Ensure GxP system validation status and GxP compliance.
• Ensure effective communication with stakeholders on IT activities and priorities.
• Collaborate with cross-IT groups to leverage best enterprise IT solutions and drive delivery of R&D program aspects.
• Provide IT onsite support for clinical trial inspections.
• Ensure compliance with AZ standards, information security policies, IT procurement processes, and risk management requirements.

Experience & Qualifications

• Minimum bachelor's degree in a relevant field.
• 5+ years of experience in IT business with broad knowledge of IT technologies and applications.
• Strong track record in project and service management with experience in lab computing, GxP systems, and high-performance and cloud computing.
• Knowledge and experience of project delivery methodologies including Waterfall and Agile.
• Good knowledge of IT networking and scripting languages such as Python or shell scripts.
• Broad knowledge of software applications for Pharma or Biotech Research strongly preferred, with deep knowledge of business analysis and solution architecture also preferred.
• Proven ability in people and stakeholder management with extensive change and risk management experience.
• Demonstrated team leadership and coaching experience with strong analytical, problem-solving, and communication skills.
• Good verbal, written, and presentation skills in English.

Application Support Lead builds and leads a team of Application Support Analysts providing front-line support for core business systems across internal and external customers, including both internally and externally developed solutions. Success in the position means establishing standard operating procedures, overseeing incident and queue performance, and delivering performance metrics to VFSNA Digital and IT Leadership.

Ownership Areas

• Provide daily direction and insights to a team of Application Support Analysts.
• Drive continued process improvements and effortless experience for internal and external customers.
• Establish standard operating procedures for incidents and tasks, and ensure team adherence.
• Hold regular team and one-on-one meetings to reinforce vision, goals, performance strategies, and training needs.
• Act as escalation point for all application support requests and incidents.
• Assist in hiring and performance management of Application Support Analysts.
• Oversee the team's incident, call, and email queue performance, and provide immediate and periodic feedback, including call monitoring for quality and coaching opportunities.
• Ensure team members receive mentoring and necessary training to succeed in their roles.
• Provide performance metrics feedback to VFSNA Digital and IT Leadership.
• Manage staffing and coverage, including month-end activities, and recognize employees for exceptional performance.
• Manage small-scale project requests, complete system configuration, business rule development, user administration, and maintain direct contact with vendor support teams.

Position Requirements

• University degree or Bachelor of Science in Information Systems, Computer Science, or a related field.
• 5-7 years of experience in a support environment with 2-3 years of leadership experience.
• Salesforce.com and Financial Services industry experience a plus.
• Proven troubleshooting skills for business applications with advanced understanding of system infrastructure including servers, databases, and operating systems.
• Basic understanding of programming and SQL querying.
• Experience working with and supporting internal and external customers.
• Strong verbal and written communication skills in English, with Spanish a plus.
• Strong analytical, problem-solving, organizational, and interpersonal skills with ability to communicate solutions to users of varying technical literacy.
• Ability to adapt to multiple technologies and prioritize effectively in a fast-paced environment.
• Ability to work both autonomously and within a team.

The Application Support Lead produces team-level reporting, statistical analysis, and performance feedback while leading daily operations for a payroll-focused application support function and serving as acting backup to the team manager. Serving as the subject matter expert for technical payroll questions and liaising with Payroll Directors, this role advances knowledge transfer and sustains World Class Service delivery across internal and external contacts.

Functions

• Lead daily team activities to ensure work is completed on schedule with attention to quality standards, priorities, and goals.
• Serve as a resource for team members based on strong knowledge of team responsibilities, goals, and individual development plans.
• Monitor associate and client interactions using the quality monitoring system to ensure World Class Service delivery.
• Train and mentor team members, identify development needs, and coordinate additional training with leadership.
• Monitor productivity and performance standards to ensure established levels are achieved during critical activity periods.
• Serve as acting backup to the team manager, providing leadership and guidance in the manager's absence.
• Provide direct feedback to associates on performance and opportunities for improvement, and contribute to performance appraisal input.
• Escalate issues requiring manager intervention using sound judgment.
• Analyze team statistics, prepare reports, and participate in task forces, strategic initiatives, and cross-business-unit collaboration opportunities.
• Liaise with Payroll Directors on a recurring cadence to build partnerships and aid knowledge transfer, and serve as subject matter expert for technical payroll questions.

Knowledge, Skills & Abilities

• Bachelor's degree or equivalent in education and experience.
• CPP or FPC certification.
• At least 3 years of payroll experience and 1-2 years of team lead or people leadership experience.
• Robust knowledge of Autopay, MyADP, Vantage, and Enterprise Versions 5 and 6.
• Proficiency in Microsoft Office and current web technologies.
• In-depth knowledge of ADP HR, Payroll, and Benefits policies and procedures.
• Strong communication skills (verbal and written) with ability to engage all levels of internal and external contacts.
• Excellent collaboration, organizational, time management, customer service, and problem-solving skills.
• Ability to meet deadlines under frequent interruptions.
• Ability to assess team performance, provide motivational support, and build cooperative working relationships.
• Demonstrate learning agility and critical thinking.

Reporting to the Global Head of IT Operations, the Application Support Lead oversees the Manufacturing Systems Support function across Tate & Lyle's global plant network, managing the full application lifecycle, incident escalations, change control, and stakeholder relationships with Plant Leadership and Plant Engineers. The work directly supports manufacturing integrity by evaluating system performance, managing audit requirements, and representing operations in the manufacturing systems lifecycle management process.

Executive Functions

• Assess manufacturing systems results and identify opportunities for improvement and efficiency.
• Represent the voice of the customer for manufacturing systems support and strive to improve customer satisfaction.
• Support the business on all escalations arising through manufacturing systems support and ensure issues receive appropriate attention until resolution.
• Ensure all assigned audit tasks are completed to target.
• Be available for calls and critical incidents deemed critical to business integrity.
• Represent operations in the manufacturing systems lifecycle management process with Strategy and Innovation teams.
• Create and manage roadmaps and Software Asset Management for applications not covered by EA.
• Maintain a safe and healthy working environment.

Professional Experience

• Bachelor's degree in IT, Computer Science, or an Engineering-related discipline.
• ITIL V3 Foundations preferred.
• Previous experience in application support and outsourced vendor management, especially in 24x7 and manufacturing operations, is essential.
• Experience with FactoryTalk, OSIsoft, Siemens, or similar manufacturing systems.
• In-depth hands-on knowledge of enterprise and desktop applications.
• Working knowledge of Windows operating systems and proven troubleshooting experience.
• Ability to develop and interpret technical documentation for training and end-user procedures.
• Project leadership experience on small to medium projects, with prior experience managing global teams and building relationships with senior stakeholders in complex or matrix organizations.
• Strong knowledge of IT Service Management processes and tools, with ServiceNow experience preferred.
• Excellent communication skills in English (additional languages are a plus given the global nature of the role).

Sitting at the intersection of technical delivery and business systems maturity, the Application Support Lead develops and delivers effective solutions across corporate applications while partnering with IT Product Owners, developers, vendors, and implementation teams. Operating across the full solution delivery lifecycle, this role drives the maturity of tools and practices used by the Application Support team and ensures applications meet evolving business needs.

Activities

• Support applications and their dependencies through installation, configuration, administration, design, build, testing, troubleshooting, and maintenance of simple to complex applications.
• Support the solution delivery lifecycle including feature detailing, collaboration with IT developers and vendors, testing support, business testing facilitation, and deployment management.
• Participate in the Change Management process for applications in scope.
• Provide training to end users and IT personnel as needed.
• Review and update current application documentation as appropriate.
• Collaborate with wider technology teams to coordinate interdependencies, resolve issues, and understand team and application overlaps.
• Support existing solutions through regular business interactions and facilitation of improvements and bug fixes.

Minimum Qualifications

• Bachelor's degree or relevant equivalent experience.
• 6+ years of IT experience with at least 4 years in application support, professional services, or QA.
• 3+ years of experience with MS-SQL or other databases, with familiarity in networking concepts, Active Directory, Security Groups, and Service Accounts.
• Knowledge of the Software Development Life Cycle, Problem Management, and Incident Management processes including Root Cause Analysis.
• Experience translating business needs into system requirements and configurations, with 1-2 years writing functional or technical requirements for software implementations.
• MS Azure and other cloud experience preferred, with Tableau, Power BI, or similar tools experience also preferred.
• Familiar with Agile methodologies and Project Management processes.
• Good communication skills with all types of audiences, including internal stakeholders at all levels and external vendors.

A key member of the firm's technology function, the Application Support Lead leads a team providing technical and functional support for the customer-facing lending application across BAU, system enhancement, release management, incident, problem, and change management. Collaborating across Risk, Compliance, business leadership, and strategic vendors, this role builds strong partnerships and sustains service continuity for a production environment where reliability directly affects the lending business.

Operational Focus

• Provide system support, maintenance, configuration, release, and patching.
• Deliver system enhancement and development.
• Manage incident, problem, and change management processes.
• Guide environment management.
• Produce supporting documentation and contribute to the knowledge base.
• Create and contribute to technology recovery plans that meet continuity objectives and minimize business disruption in the event of disaster.
• Proactively build relationships with executives, heads of business, managers, peers, and strategic vendors.
• Drive continuous improvement, promote best practices, build strong business partnerships, and facilitate timely communication.
• Work closely with Risk and Compliance teams to develop and propose risk mitigation plans and procedures.
• Oversee and contribute to capacity management across all critical technology services to meet current and future needs.
• Coach and facilitate training for team members.

Education & Experience

• 10+ years of application or production support experience, preferably in financial services or a related industry.
• Strong ITIL experience, specifically in Incident, Problem, and Change Management.
• Proven track record of continual service improvement and achieving SLAs.
• Development language experience including Java, SQL Server, C, C#, or COBOL.
• Experience with custom SDLC processes including code versioning, packaging, TDD, continuous integration, test automation, and code quality metrics.
• Experienced in managing major incidents including troubleshooting, resolution, and root cause analysis.
• Azure DevOps and Integration or API experience is beneficial.
• Strong stakeholder management skills with ability to work across a broad range of business stakeholders and influence outcomes through excellent written and verbal communication.
• Flexibility to participate in on-call, after-hours, and shift-work roster as required.

Serving as the day-to-day leader of the UX Support team, the Application Support Lead guides service delivery across the hrX Assist, hrX Access, and hrX Core applications in alignment with client service level agreements. Based within a team supporting both client and operations stakeholders, this role develops team members, monitors application stability, and ensures that trends and training needs are surfaced and addressed promptly.

Key Deliverables

• Process, analyze, research, validate, and support tasks related to assigned applications for client employees according to service level agreements.
• Diagnose and resolve software application issues in accordance with available procedures and methodology.
• Coordinate efforts between internal departments to ensure proper flow and support.
• Work under strict deadlines to meet contract deliverables.
• Serve as subject matter expert for production-related issues for both client and operations teams.
• Utilize critical thinking and knowledge of business rules and system functionality to make appropriate changes.
• Work with Development and Operations to ensure that trends are appropriately highlighted.
• Monitor the application to ensure service stability and provide documentation of procedures.
• Identify training needs and proactively provide training to team members and operational staff.
• Stay informed of the latest technology trends and manage team performance metrics, coaching and developing direct reports to maximize contribution and career growth.

Required Qualifications

• Good infrastructure administration skills integrating networking, systems, monitoring solutions, and general IT maintenance.
• Windows and Linux experience with SQL proficiency.
• Solid verbal and written communication skills in English.
• Accurate with strong attention to quality and respect for deadlines.
• Strong analytical, problem-solving, and organizational skills.
• Ability to organize work and priorities to meet deadlines with limited supervision.
• Ability to work autonomously while maintaining a strong commitment to team and customer.
• Proactive, dynamic, and flexible approach to work.

As the CGM Application Support Lead, this role leads structured application support delivery to formal SLAs across CGM IT systems, taking ownership of monthly service reviews, vendor relationships, and the transition of CGM application support to a Third Party Managed Service provider. The CGM IT organization relies on this work to ensure holistic delivery across enhancements, support, and regulatory compliance within the Chubb Global IT strategy.

Areas of Ownership

• Deliver incident, problem, and service request ticket resolutions within agreed SLAs, and complete and publish RCA reports for all P1 and P2 incidents on CGM systems.
• Manage and run regular system jobs and processes to support BAU business operations and mandatory regulatory reporting.
• Automate the running and maintenance of manual system jobs and processes.
• Build and develop relationships with vendors and Chubb teams to enable effective and efficient application support.
• Set up and lead the CGM IT Monthly Service Review with key business and EMEA IT stakeholders, and lead monthly service reviews of all vendor deliveries to CGM.
• Take ownership of and lead the transition of CGM IT application support delivery to a Third Party Managed Service provider, and subsequently own and govern that delivery in line with Chubb Global IT strategy.
• Work closely with the CGM Systems Manager, CGM Enhancements Lead, and Head of IT for CGM to ensure holistic IT delivery across enhancements and application support.

Qualifications & Experience

• Degree level or equivalent with relevant ITIL qualifications.
• Significant experience leading structured and best practice application support delivery to formal SLAs.
• Third-party and contract management experience, including managing managed service providers within SLA and service credit regimes.
• Experience continually innovating, transforming, and improving cost and delivery efficiency.
• Financial Services, Insurance, or London Markets expertise is desirable.
• Project Management skills and techniques desirable, with PRINCE2 or PMP certification a plus.
• Experience working in a regulatory environment desirable.
• Strong personal drive, initiative, and relationship-building skills.
• Ability to deliver with minimal direction.

Reporting to IT management, the Application Support Lead executes thorough system analysis, database performance reporting, and rotating 24x7 pager coverage for enterprise-grade IT systems supporting clinical study execution. Partnering with software development teams and diverse user communities, this role develops and maintains technical documentation and sustains system quality across a complex portfolio of applications and databases.

Accountabilities

• Manage and resolve problem tickets for assigned applications within designated SLAs and in accordance with all applicable SOPs and management guidelines.
• Fulfill application service requests in accordance with established team processes.
• Develop, execute, and document plans to test system modifications and data integrity as part of change control processes.
• Develop and maintain technical and user documentation.
• Conduct thorough system analysis and comprehensive software and systems programming.
• Provide off-hours and escalated support through participation in rotating pager coverage 24x7.
• Collect, analyze, and report on metrics surrounding application, system, and database performance and resource management.
• Assist management by conducting training, supporting teammates, and performing other assigned duties.

Background & Experience

• 6+ years of development and support experience in enterprise-grade IT systems.
• Hands-on database experience with Oracle, MS SQL Server, or PostgreSQL, with strong SQL proficiency.
• Experience with Java web-based technologies; .NET, Node.js, and Python are a plus.
• Experience with big data technologies including HBase and Spark, and with Windows, Unix, and Linux administration.
• Experience with web servers (IIS, Apache), reverse proxy, API gateway, RESTful web APIs, and web-based application security.
• Experience with DevOps automation using Bamboo or Jenkins and Docker containerization.
• Understanding of clinical study execution.
• Familiarity with electronic systems for clinical data collection.
• Excellent communication skills with ability to work with diverse user communities and software development teams.
• Expert troubleshooting skills with obsessive attention to detail and passion for the end-user experience.
• Ability to grow and develop a team with humility, team spirit, and a constructive and nurturing personality.

Application Support Lead leads an eight-FTE team through the full lifecycle of RTWSA's existing and new applications and services, fostering a culture of professional excellence, innovation, and strong customer focus. The work directly supports RTWSA's business effectiveness by managing vendor performance, building relationships across organizational leaders, and ensuring service delivery meets defined process parameters and objectives.

Role Responsibilities

• Lead an 8 FTE team responsible for the support, maintenance, and management of RTWSA's existing and new applications and services throughout their lifecycle.
• Provide management and direction to the team and foster a culture of professional excellence, innovation, and strong customer focus.
• Manage business unit processes including setting and monitoring process parameters to ensure delivery of objectives.
• Build and foster strong relationships with other leaders and managers across the organization.
• Manage vendor performance for all in-scope applications and services.

Technical Qualifications

• Significant experience in managing a best-practice application support team.
• Significant knowledge of service management principles and ITIL processes with relevant experience in the practical delivery of IT application services.
• Ability to articulate and provide advice on complex systems and services to personnel at all levels within an organization.
• Demonstrated personal leadership with ability to lead with integrity and courage, build trust, and engage others in delivering organizational objectives.
• Proven experience leading a successful team with complex and technical systems.
• A track record of designing and embedding a culture of professional excellence, innovation, and strong customer focus.
• Ability to contribute to and utilize process improvement methods such as Lean or Six Sigma.

The Application Support Lead executes Tier 2 incident triage, diagnosis, and resolution for production applications across the WM-US space, developing proposals for application and process improvements through incident trend reporting and analysis. Coordinating with offshore support teams and serving as primary resource for Tech System postings, this role creates detailed support plans and ensures SLA compliance for Wealth Management application stakeholders.

Job Functions

• Lead production issues and support-based initiatives of various complexity, providing Tier 2 incident triage, diagnosis, and resolution.
• Participate in Major Incident-related meetings for the WM-US space, with emphasis on ERT and MIR meetings.
• Develop proposals for application and process improvements through reporting on incident trends and analysis of escalated incident quality.
• Ensure compliance with SLA metrics as agreed with the business.
• Provide assistance with business communications for major incidents, including acting as primary resource for Tech System postings for all WM-US needs.
• Develop detailed plans, requirements, and accurate estimates for completion of support-related enhancement items.
• Acknowledge production support requests in a timely manner and see them through to resolution, including creating and updating incident tickets and performing PIV testing for change requests.
• Coordinate with offshore support teams as required.

Skills & Qualifications

• Post-secondary education or equivalent.
• 2+ years providing technical support for production applications, with Wealth Management application experience preferred.
• Experience working with Windows, Java, MSSQL, and .NET.
• Experience in vendor management or relationship management.
• Familiarity with ServiceNow or similar ITIL/ITSM platforms.

Reporting to application development managers and GIA team leadership, the Application Support Lead guides technical support operations across Java-based client/server architectures and relational databases, managing service tickets, root cause analysis, and system availability in a laboratory and research environment. Working closely with internal GIA teams, external clients, and cross-functional stakeholders, this role elevates delivery practices and contributes to disaster recovery and BCP planning.

What You'll Do

• Monitor applications using GIA standard tools and develop relationships with lab stakeholders to assess technology support and security needs.
• Proactively assign, manage, and prioritize support tickets on the ServiceNow ticketing queue.
• Create Root Cause Analysis reports for system issues and disruptions.
• Ensure system availability and liaise with other teams to restore systems with minimal downtime.
• Understand business processes and application architecture to provide better support.
• Participate in planned outage activities, post-patching application verification, and major browser or window refresh testing.
• Serve as an integral participant in Annual Disaster Recovery testing and BCP planning.
• Liaise with multiple internal GIA teams and occasional external clients, and collaborate with application development managers and stakeholders to improve delivery practices.

Requirements

• Bachelor's degree in Information Technology, computing, or engineering, or equivalent experience.
• 5+ years of related experience, with extensive experience supporting Java-based client/server application architectures and relational databases, Oracle preferred.
• Experience with OOP languages (C++ or Java) and scripting languages such as Perl, Python, or PowerShell.
• Strong SQL experience with Oracle Database preferred.
• Working knowledge of Microsoft Windows Server and network elements including web proxies and HTTPS.
• Ability to read and analyze application logs and provide root cause analysis and workarounds.
• Experience in front office application support in a high-pressure environment.
• Experience managing and delivering projects to objectives and within timescales.
• Willingness and ability to travel domestically or internationally as needed.
• Strong multi-tasking, time management, planning, analytical, and documentation skills.
• Excellent written and verbal communication skills with ability to interact and influence at all levels and across a culturally diverse work environment.

Sitting at the intersection of production operations and technical leadership, the Application Support Lead manages daily health checks, outage resolution, continuous process improvement, and relationship management across end users, development staff, and infrastructure teams in a mission-critical environment. Operating across distributed Oracle, SQL, Unix, and Java platforms, this role evaluates alternative risks and solutions carefully and performs data analysis to inform production support and development leadership decisions.

Scope of Work

• Manage and resolve daily health checks and issues for applications, working closely with end users, development staff, and infrastructure teams to prioritize and resolve or mitigate outages.
• Monitor production activities and processes to ensure timely and effective reporting, tracking, follow-up, and communication of problems to internal and external clients and executives.
• Ensure information controls, backup, and recovery strategies are in place across all environments.
• Implement continuous process improvement, including policy, procedures, and production monitoring.
• Help identify, coordinate, and implement initiatives that create efficiencies and optimize technical processing.
• Develop and maintain relationships with technical staff, end users, and clients.
• Evaluate alternative risks and solutions carefully before taking action to provide timely resolution.
• Perform data analysis of issues and reporting to production support and development leadership.

Position Requirements

• Bachelor's degree in Computer Science, Information Systems, or a similar field.
• 5-10+ years of hands-on experience in production support, engineering, or application development roles.
• 3+ years of experience with distributed applications, including Oracle, SQL, SQL Server, Unix, Linux, Java, Spring, Hibernate, SOAP, and web services.
• 3+ years of experience in Unix shell, Perl, Python, Ruby, or similar scripting languages.
• 3 years of experience with scheduler software such as Zeke, Control-M, or AutoSys, and with Apache, Tomcat, WebSphere, and WebLogic.
• Hands-on experience supporting mainframe applications strongly desired.
• Experience in disaster recovery planning and test execution, with knowledge of Splunk or Dynatrace a plus.
• Experience supporting mission-critical platforms in financial services and in client-facing roles is desired.
• Proficiency in one or more general-purpose programming languages.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to influence and drive change with strong knowledge of applicable business areas, technology architecture, and development lifecycles.

A key member of the Merchant Acquiring team, the Application Support Lead coordinates the full merchant support lifecycle from triage and troubleshooting through escalation and resolution for internally developed applications. Collaborating across engineering, product, and operations teams, this role scales the support model through documentation, policy improvements, and go-live readiness guidance that directly shapes the reliability and usability of the merchant platform.

Work Activities

• Administer the entire merchant support lifecycle of reported issues, including triage, troubleshooting with the user, escalation to engineering, and follow-through to resolution.
• Develop technical familiarity with internally developed applications to provide front-line troubleshooting support to clients.
• Develop and maintain a knowledge base for workflow documentation, troubleshooting articles, and training materials.
• Scale the support model by implementing continuous improvements to documentation, policies, and procedures.
• Provide input and guidance to CR workshops and CAB sessions around go-live readiness for accepting and deploying changes.
• Serve as the voice of users when collaborating with other teams to present recommendations for feature improvements.

Knowledge, Skills & Abilities

• Bachelor's degree in Information Technology, Computer Science, or a similar field.
• Strong background in Java technologies (Java 11).
• Experience with AWS serverless, infrastructure, and development technologies including API Gateway, Lambda, Step Functions, DynamoDB, S3, SQS, CDK, ECS, EKS, CLI, IAM, EC2, Secrets Manager, KMS, WAF, CloudWatch, CodeArtifact, CodeBuild, and CodeCommit.
• Able to configure and support business rule engines, risk assessment technologies, and automated unit, integration, penetration, and vulnerability tests using JUnit, Jenkins, Cucumber, Selenide or Selenium, Rest Assured, and Allure Reports.
• Strong problem-solving aptitude with ability to work resourcefully and independently.
• Ability to create and maintain positive relationships with stakeholders at all levels.
• Motivated by a fast-paced, constantly evolving environment with a can-do attitude.

Sustained quality and SLA compliance across BAU change requests and incident management depend on the Application Support Lead, who performs diagnosis, configuration changes, unit testing, and coordination with third parties for moderate to complex operational scenarios. Serving as a collaborator with the Team Manager and all stakeholders, this role maintains knowledge base accuracy, prepares change deployment documentation, and supports the full operational policy framework including the Complexity Matrix.

Performance Expectations

• Perform diagnosis, investigation, and troubleshooting, and perform configuration changes or work closely with vendors to resolve incidents.
• Respond to alerts and perform corresponding investigation and troubleshooting, and update the knowledge base after incident resolution when necessary.
• Perform BAU activities for Change Requests, including developing and updating Change Scope Analysis and Functional Specification Documentation.
• Perform configuration and code changes and unit testing, coordinating with third parties where necessary.
• Prepare test scenarios and acceptance criteria, and inform on readiness for regression testing and production deployment.
• Prepare, submit, and review Change Deployment Templates and close tickets upon successful production deployment or confirmation from Integration Manager.
• Perform BAU activities in accordance with operational policy including the Complexity Matrix and Standard Operating Procedures for moderate to complex scenarios.
• Maintain positive collaboration with all stakeholders on BAU-related matters, and support Team Manager on work assignments as required.

Professional Experience

• Bachelor's degree in IT or equivalent disciplines.
• Governance, Risk and Compliance software (preferably BWise) and BWise Functional Administrator certification as an added advantage.
• 4-5 years of IT systems support experience, preferably in a shared services environment.
• Knowledge and experience in Microsoft SQL with ability to create, modify, and troubleshoot SQL queries.
• Experience configuring and supporting out-of-the-box applications.
• Experience with a programming language required.
• Java and CSS knowledge as an advantage, and experience with Business Intelligence tools such as Business Objects or Pentaho Data Integration also advantageous.
• Understanding of ITIL processes including Incident, Problem, Change Management, and Service Request Fulfilment.
• Good knowledge of IT Service Operations, SDLC, and defect management.
• Customer-service oriented with high analytical, logical, and communication skills, and demonstrated conflict resolution skills.

Reporting to leadership within a financial institution's production support structure, the Application Support Lead coordinates day-to-day operations of a level 1 production support team, resolving ad hoc queries for Investors, Financial Advisors, and Client Services across order submission, routing, and execution management. Partnering with resolver teams, application development, and upstream and downstream support groups, this role elevates monitoring, incident resolution, and knowledge retention practices across the production domain.

Day-to-Day Responsibilities

• Work as part of the level 1 production support team to deliver against core business objectives and ensure business functionality and stability.
• Oversee day-to-day activities of a level 1 production support team and ensure standard operating procedures are followed.
• Monitor and provide reporting metrics.
• Provide Investor, Financial Advisor, and Client Service support to resolve ad hoc queries pertaining to order submission, routing, and execution management.
• Develop strong relationships with resolver teams, application development teams, and upstream and downstream support teams.
• Develop technical expertise to understand end-to-end transaction flows across the production domain.
• Develop, document, and maintain best practice policies to ensure knowledge retention and continuous learning within the team.
• Continuously improve monitoring of the application environment and supporting infrastructure.
• Identify and drive incident resolutions and proactive follow-ups, and participate in incident and crisis management events with regular status updates to business users.
• Provide 8x7 production application support, performing day-to-day support to maximize system availability and resolve issues through to ownership.

Experience & Qualifications

• Bachelor's degree or equivalent experience.
• Proven expertise in application development and support with more than one technology and multiple design techniques.
• Proficiency in one or more general-purpose programming languages (Java, Python, .NET, C++, etc.).
• Advanced knowledge of the development toolset.
• Financial institution experience or exposure is a plus.
• Understanding of risk controls and compliance to departmental and company-wide standards.
• Strong problem management and investigation skills with ability to learn new skills quickly.
• Articulate written and verbal communication skills.
• Self-starter with confidence to drive issues through to completion in high-pressure environments.
• Strong customer service orientation with ability to manage expectations and build positive working relationships.
• Ability to work collaboratively in teams and multi-task in a complex production environment.

As the Application Support Lead, this role guides incident and problem management through outsourced teams, provides second- and third-line support across multiple products and systems, and mentors the support team on technical and product expertise. The managed services organization relies on this work to transition new deliveries into support using Operational Readiness practices, drive continual service improvement, and ensure resolutions consistently meet customer requirements and quality standards.

Core Responsibilities

• Ensure root cause analysis is completed within agreed SLAs, with appropriate mitigation documented and acted upon to prevent reoccurrence.
• Resolve incidents and service requests within agreed SLAs and ensure resolutions meet customer requirements and quality standards.
• Maintain knowledge documentation to enable efficient delivery of customer service.
• Transition new deliveries into support using Operational Readiness practices, ensuring service-oriented non-functional requirements are included.
• Ensure a best-practice approach to incident and problem management delivered through outsourced teams and continual service improvement.
• Provide technical consultancy to business partners throughout the incident and problem management process.
• Provide second or third-line support for multiple products and systems.
• Mentor support team and provide training on areas of technical and product expertise.
• Drive constant improvement of knowledge and skills within the support teams.
• Facilitate and drive performance management processes.

Background & Experience

• Degree level or equivalent experience.
• Practical experience of ITIL processes for Incident and Problem Management.
• Strong knowledge and practical experience of one or more technologies (Windows, Linux, Web Services, IIS, Apache, SQL, etc.).
• Proven ability to analyze problems, identify root causes, and communicate findings clearly.
• Ability to mentor and train team members on areas of technical and product expertise.
• Strong communication and leadership skills with ability to convey technical issues to a non-technical business audience.
• Proactive in attaining knowledge and motivated to keep pace with technology.
• Commercially aware with sound practical experience across one or more technology platforms.

Java Application Support Lead conducts L2/L3 support and fault analysis across distributed financial applications, interfacing with key stakeholders and development teams to provide input on new functionality, capacity management, and infrastructure releases. Success in the position means applying technical proficiency across Java and SQL production environments while managing onsite and offshore resources within a Global Delivery Model to deliver reliable, client-facing financial technology services.

Delivery Expectations

• Conduct L2/L3 support to the team.
• Interface with key stakeholders and apply technical proficiency across various aspects of application support using monitoring tools to perform fault analysis, failure avoidance, diagnosis, and resolution in a distributed environment.
• Work closely with development and engineering teams to provide input on new functionality, system performance, capacity management, monitoring, and testing of infrastructure upgrades and platform releases.
• Troubleshoot issues by analyzing application logs.

Minimum Qualifications

• Bachelor's degree from an accredited institution or three years of progressive experience in the specialty per year of education.
• At least 4 years of IT experience, including at least 4 years in Java and SQL application production support with exposure to the Financials domain.
• Experience in SDLC and ITIL.
• Hands-on experience working in a Global Delivery Model with onsite and offshore resources.
• Excellent communication and client interaction skills with exceptional written, verbal, and technical documentation abilities.
• Strong planning, project management, coordination, analytical, and organizational skills.
• Ability to manage and prioritize tasks efficiently with a proactive attitude.

The Applications Support Lead manages root cause analysis, quality assurance, and coaching across a technical support team operating on Agile DevOps projects within the retail industry. Working alongside analysts, designers, development teams, and the Change Management Board, this role strengthens quality assurance standards and delivery methodologies to improve the customer experience and sustain reliable functionality deployments.

Key Responsibilities

• Work closely with analysts, designers, and team members to achieve project and organizational objectives.
• Participate in corrective action to enhance the customer experience.
• Serve as a member of the Change Management Board.
• Provide and review root cause analysis.
• Lead the team and provide coaching and best practice guidance on business process improvement, re-engineering, issues management, and change management.
• Provide review, feedback, and quality assurance for all work carried out by the technical support team, and follow through to the development and continuous improvement of processes and relevant frameworks.
• Work with development teams to ensure functionality deployments are completed without incident and in adherence to proper procedure.
• Develop diagnostic skills and expertise to assist with problem determination and solution implementation.

Education & Experience

• Master's and/or bachelor's degree in Computer Science, Information Technology, or a related field.
• 8-10 years of relevant retail industry experience with in-depth experience working on Agile DevOps projects.
• Knowledge of the Retail Business Process flow and lifecycle.
• Proven experience in enhancement of quality assurance standards, systems development, and delivery methodologies.
• Good analytical and troubleshooting skills with a detail-oriented and process-minded approach.
• Proficient communication and documentation skills.
• Good internal and external stakeholder management skills.
• Team player with inspirational leadership qualities and ability to learn quickly.

Embedded within TravelClick's Guest Management Solutions team, the Application Support Lead develops and leads a team of two to four members who debug, test, and integrate the GMS CRM and marketing automation platform using web services, XML, and relational databases. Working closely with the Development and Client Services teams, this role produces training plans, solution documentation, and integration workflows that enable hoteliers to personalize guest communications and drive incremental revenue.

Engineering Responsibilities

• Lead a team of 2-4 members to review, debug, and test the GMS platform using comprehensive knowledge of web services, XML, and relational databases.
• Put together training plans and mentor team members.
• Identify setup risks and provide mitigation plans.
• Liaise with clients and vendors to coordinate and verify continual data exchange and work out how integrations will function.
• Work through implementation workflows with the team and develop solution alternatives.
• Provide executive updates for operational teams in collaboration with team members.
• Work with the Development team on troubleshooting and resolution of integration issues.
• Work with the Client Services team using JavaScript, CSS, and HTML coding.
• Help resolve problems in production systems and support staff with technical inquiries across multiple concurrent projects.
• Create documentation and problem-solving SOPs for Client Services, and consult with customers on HTML newsletter assembly and responsive email campaign generation.

Required Qualifications

• High School Diploma or GED required, with a BA/BS degree or equivalent work experience preferred.
• 4-6 years of IT experience.
• Technically literate and comfortable working with XML, web services, WSDL, and XSD.
• Proficient in relational databases and SQL.
• Familiarity in Microsoft SQL Server, MySQL, and Linux a plus.
• Able to write simple JavaScript expressions, with experience in JavaScript, JSPs, and Tomcat a plus.
• Knowledge of Microsoft Office suite of products.
• Ability to drive outcomes and follow a project plan.
• Customer support experience a plus.
• Excellent communication skills with ability to interface effectively at all levels, both formally and informally.
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure with strong troubleshooting skills.

Reporting to the CS Supervisor and Manager, the Application Support Lead shapes team performance and service quality by coaching agents, managing escalations in real time, and collaborating with Reporting, Staffing, and Floor Activity teams to schedule and prioritize work state tasks. Partnering with the CS Supervisor to surface agent morale, performance trends, and risk mitigation strategies, this role maintains information flow and organizational effectiveness across permanent and seasonal agent populations.

Project Responsibilities

• Provide guidance and direction to team members through collaboration with management to ensure business needs are met.
• Utilize data, observations, and reports to track and evaluate team member performance.
• Provide oversight to ensure team members remain on task during work hours.
• Regularly observe and coach agents on their assigned shift regarding performance.
• Proactively communicate with the CS Supervisor regarding agent morale, performance, strategies to mitigate issues, and risks to business interests.
• Collaborate with Reporting, Staffing, and Floor Activity teams to schedule and prioritize work state tasks for team members.
• Facilitate strong information flow through regular team meetings and one-on-ones with CS Supervisor and Manager.
• Approve time cards and HRTB requests for all permanent and seasonal or contract agents assigned to the team.
• Manage escalations from the team in real time, and remain current on trends and issues to direct agent inquiries and provide support.
• Complete tasks as assigned by Supervisor or Management.

Qualifications & Experience

• Reliable and punctual with adherence to established attendance policies.
• Ability to quickly and effectively adapt to change while maintaining a professional and cooperative attitude.
• Self-directed with ability to complete tasks to achieve desired outcomes in a team environment.
• Interacts with colleagues and customers in a manner that instills confidence in the organization.
• Accepts, provides, and seeks feedback in a professional and courteous manner.
• Effective conflict resolution skills with ability to foster productive relationships and maintain perspective of customer needs.
• Accepts and welcomes diversity of knowledge, capabilities, insights, and backgrounds.
• Self-imposes high standards for success and maintains integrity of performance under pressure or change.
• Ability to sit for extended periods and walk the floor regularly.

Sitting at the intersection of ERP application support and business intelligence, the Sr. Applications Support Lead manages timely resolution of user requests, application testing, knowledge base maintenance, and vendor relationships across third-party, custom mobile, and web applications for a Houston-based multi-business-unit organization. Operating across IT support, operations, and development teams, this role designs training curricula, builds job schedules, and supports the implementation of a new ERP billing and dispatch application to optimize technical processing.

Core Functions

• Provide timely resolution of user requests and technology issues, including report creation and user administration for operations.
• Train employees on application use, functionality, data quality, and reporting, and help them resolve application issues.
• Create training curricula and documentation solutions, and produce organized system documentation including application configuration, installation details, and client infrastructure.
• Build and maintain a knowledge base, and ensure other IT team members are informed and educated.
• Manage relationships with third-party IT support vendors.
• Analyze and implement best practice business processes aligned with the correct technology and tools.
• Create and maintain job schedules, tracking, and reports, and monitor routine and critical processes and workflows to proactively identify problem trends.
• Support the implementation of the new ERP billing and dispatch application.
• Conduct application testing, build test plans and scripts, support client application testing, and collect and summarize test data.

Technical Qualifications

• College degree with IT major or concentration preferred.
• 6+ years of IT experience with experience managing, installing, configuring, and supporting applications in a Terminal Server environment.
• Proficient in SQL database management, SQL query writing, and SSRS Reports development and management, with T-SQL skills a strong plus.
• Proficient in BI tools such as Tableau or Power BI.
• Business application support experience across third-party and custom applications.
• Experience in the logistics industry is a strong plus.
• Excellent verbal and written communication skills.
• Ability to create organized reports and comprehensive documentation.
• Ability to participate in multiple projects simultaneously while adhering to tight schedules.