Lead Application & Production Support
About The Position
Responsible for managing and maintaining accurate employee hierarchy data within CinglePoint to support critical downstream business processes, including compensation, performance targets, surveys, reporting, and operational decision-making. This role oversees high-volume hierarchy change requests, validates data quality through large-scale audits, resolves defects, and ensures timely ticket completion while meeting service-level commitments. The position partners closely with call center SPOCs, business stakeholders, and cross-functional teams to provide guidance, training, governance support, and proactive issue resolution that improves data integrity, reduces rework, and supports business continuity across the enterprise. Overall Purpose: Ensure seamless application functionality and optimal product performance by providing expert technical assistance, performing application monitoring and response, managing and resolving application problems, implementing changes, and ensuring service assurance and performance metrics.
Requirements
- Expert Windows skills, expert level using Windows apps and Databases.
- Attention to detail
- Expert using Co-Pilot and other AI/ML technologies
- 5+ years of related experience.
Nice To Haves
- Certification is required in some areas.
Responsibilities
- Continuously monitor applications for outages, take proactive actions and respond promptly to any alerts or 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, ensure optimal application performance, and provide input on long-range planning and performance metrics. Works with end user clients, application delivery teams and 3rd party vendors as needed including oversight of SLAs (Service Level Agreements).
- Manage and implement new applications or 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 for performance improvement.
- Solves complex Tier 2 issues.
- Knowledgeable about multiple applications and business processes.
- Assists development team in analyzing root cause and implementing future improvements.
- Create requirements for automation across all steps in the production support process.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on 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
