Application support Lead

Cloudious LLC

Cincinnati, OH

Job Description

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

Key Responsibilities

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

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Vacancy posted 1 day ago

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