Lead App/Prod Support
About The Position
Ensure seamless application functionality and optimal product performance by providing expert technical assistance, monitoring and responding to application events, managing and resolving application problems, implementing changes, and ensuring service assurance and performance metrics. This experienced professional is recognized as an expert who creatively resolves complex issues using broad and in-depth knowledge. The role leads significant projects with strategic autonomy, influences executive decisions, mentors less experienced staff, implements long-term plans that impact the organization, and frequently collaborates with senior leadership. The position solves complex Tier 2 issues, applies knowledge of multiple applications and business processes, assists development teams with root-cause analysis and future improvements, and creates requirements for automation across production support processes. The position is based in Atlanta, Georgia, and has 40 weekly hours. A bachelor’s degree in Computer Science is desired, and certification is required in some areas.
Requirements
- 5+ years of related experience.
- Certification is required in some areas.
- Ability to solve complex Tier 2 issues and work with multiple applications and business processes.
Nice To Haves
- Bachelor’s degree (BS/BA), preferably in Computer Science.
Responsibilities
- Continuously monitor applications for outages, take proactive action, respond promptly to alerts and issues, and create outage-management tools and automation.
- Diagnose and resolve application issues, manage issue life cycles, conduct root-cause analysis, and ensure business-flow continuity and service assurance.
- Maintain service levels, oversee SLAs, support optimal application performance, and provide input on long-range planning and performance metrics.
- Work with end-user clients, application delivery teams, and third-party vendors as needed, including oversight of service-level agreements.
- Manage and implement new applications and application changes, including updates and patches, and oversee deployments in pre-production, test, or production environments.
- Optimize application and infrastructure settings, support and configure performance tools, and analyze transaction flows to improve performance.
- Assist development teams with root-cause analysis and implementation of future improvements.
- Create requirements for automation across all steps in the production-support process.
- Lead significant projects, mentor less experienced staff, and implement long-term plans impacting the organization.
Benefits
- Medical, dental, and vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid time off and holidays, including at least 23 vacation days each year and 9 company-designated holidays, based on date of hire
- Paid parental leave
- Paid caregiver leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption reimbursement
- Short- and long-term disability benefits
- Life and accidental death insurance
- Supplemental benefits, including critical illness, accident hospital indemnity, and group legal programs
- Employee Assistance Programs (EAP)
- Employee wellness programs
- Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet (including fiber where available), and AT&T phone
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What This Job Offers
Job Type
Full-time
Career Level
Senior
