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Application Support Lead

Robotics Technologies LLC
Cincinnati, OH, United States
1 day ago
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Role details

Contract type
Temporary contract
Employment type
Full-time (> 32 hours)
Experience level
Expert
Compensation
$162,240
Working hours
Regular working hours
Job source
www.indeed.com

Tech stack

Java (Programming Language) Application Integration Architecture Databases Database Analysis Groovy Monitoring of Systems Information Extraction Job Scheduling Log Analysis Systems Integration Enterprise Software Applications ServiceNow IT Service Management
+9 more
ReactJS Grafana Mttr Vue.js Performance Monitor Front End Software Development Text Summarization Dynatrace Servicenow

Job description

  • Establish and manage ServiceNow first intake triage, categorisation, routing and escalation processes.
  • Own end-to-end incident and problem management across L1 L2 and L3 support models.
  • Lead troubleshooting using log 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 to review analysis quality and ensure adherence to support processes.
  • Support UW Automation applications including Submission Intake, Renewal Solicitation, CAR Document Extraction, Summarisation Automation Dashboard, IPA Reporting, and related integrations.
  • Demonstrate experience managing enterprise application support environments and stakeholder communications.

Requirements

  • Application Support. Java or Groovy, React, Dynatrace, Grafana, ServiceNow.
  • Strong proficiency in Java and 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 application integration and database layers
  • Monitoring telemetry and proactive ing implementation.

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