Lead App/Prod Support
About The Position
The Lead App/Prod Support professional ensures seamless application functionality and optimal product performance by providing technical assistance, monitoring applications, responding to issues, managing and resolving application problems, implementing changes, and maintaining service assurance and performance metrics. This experienced professional is recognized as an expert and uses broad, in-depth knowledge to creatively resolve complex issues. The role leads significant projects with strategic autonomy, influences executive decisions, mentors less experienced staff, implements long-term plans that affect the organization, and frequently collaborates with senior leadership. The role solves complex Tier 2 issues and requires knowledge of multiple applications and business processes. It assists development teams with root-cause analysis and future improvements, and creates requirements for automation throughout the production support process. The position works with end-user clients, application delivery teams, and third-party vendors as needed, including overseeing service-level agreements.
Requirements
- 5+ years of related experience.
- A bachelor’s degree (BS/BA) in Computer Science is desired.
- Certification is required in some areas.
Nice To Haves
- Bachelor’s degree (BS/BA) 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 lifecycles, 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 SLAs.
- Manage and implement new applications and application changes, including updates and patches, and oversee deployment 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 in analyzing root causes and implementing 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 benefit programs, including critical illness, accident, hospital indemnity, and group legal
- Employee Assistance Programs (EAP)
- Employee wellness programs
- Employee discounts up to 50% off eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone
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What This Job Offers
Job Type
Full-time
Career Level
Senior
