AMS (Application Support) Lead
About the role
Role Description Technical Skills Primary Strong proficiency in Java Groovy Frontend development experience with Vue 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 implementation.
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
Skills
Strong proficiency in Java Groovy Frontend development experience with Vue 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 implementation.
Benefits
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
Pay
Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity. The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.