Job Summary
The AMS (Application Support) Lead will manage enterprise application support operations across application, integration, and database layers. The role requires strong Java or Groovy experience, frontend development exposure with React or Vue, and hands-on experience with UC4 Automic, Dynatrace, Grafana, and ServiceNow. The lead will own incident and problem management, SLA performance, troubleshooting, monitoring, operational reporting, and continuous improvement while coordinating distributed support teams and maintaining effective stakeholder communication.
Key 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 application logs, monitoring tools, telemetry, 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 root cause analysis, incident trend analysis, and proactive monitoring.
• Direct offshore support teams, review analysis quality, and ensure adherence to established support processes.
• Support UW Automation applications, including Submission Intake, Renewal, Solicitation, CAR, Document Extraction, Summarization Automation, Dashboard, IPA Reporting, and related integrations.
• Troubleshoot issues across application, integration, and database layers.
• Implement proactive monitoring and leverage telemetry to identify and address potential issues before they impact users.
• Coordinate stakeholder communications related to incidents, problems, service levels, and application support operations.
• Support operational readiness and ensure application support processes are consistently followed.
Required Qualifications
• Strong proficiency in Java or Groovy.
• Experience with enterprise application support environments.
• Frontend development experience with React or Vue.
• Experience with UC4 Automic job scheduling and orchestration.
• Hands-on experience with Dynatrace and Humio for monitoring and log analysis.
• Experience creating and maintaining Grafana dashboards.
• Strong experience with ServiceNow ticketing, tracking, reporting, and SLA management.
• Experience troubleshooting across application, integration, and database layers.
• Experience with monitoring, telemetry, and proactive incident management.
• Experience managing incident and problem management across L1, L2, and L3 support models.
• Experience with root cause analysis and incident trend analysis.
• Experience managing distributed or offshore support teams.
• Strong stakeholder communication and operational leadership skills.
