5-7 years of experience in software development and operational support.
Strong proficiency in programming languages, specifically Java and Groovy.
Frontend development experience with Vue and React frameworks.
Familiarity with UC4 Automic job scheduling and orchestration.
Experience with log analysis tools such as Dynatrace and Humio.
Proficient in ServiceNow for ticket tracking and SLA management.
Solid understanding of application integration and database troubleshooting.
Responsibilities
Establish and manage ServiceNow intake and triage processes.
Own incident and problem management across various support levels.
Lead troubleshooting efforts via logs and database analysis.
Define and track Service Level Agreement (SLA) metrics.
Create and maintain operational runbooks and support documentation.
Publish operational reports and leadership scorecards regularly.
Drive continuous improvement through root cause analysis and trend monitoring.
Oversee offshore team performance and adherence to support processes.
Support various automation applications and their integrations.
Benefits
Flexible work hours and remote work options.
Professional development opportunities and training.
Access to advanced monitoring and logging tools.
Collaborative work environment with a focus on continuous improvement.
Involvement in critical enterprise-level applications and automation projects.
Full Job Description
Role description
Technical Skills Primary
Strong proficiency in Java Groovy
Frontend development experience with Vue React
UC4 Automic job scheduling orchestration
Dynatrace Humio log analysis and Grafana dashboards
ServiceNow ticketing tracking reporting and SLA management
Experience troubleshooting across applications integration and database layers
Monitoring telemetry and proactive ing implementation
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 logs 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 review analysis quality and ensure adherence to support processes
Support UW Automation applications including Submission Intake Renewal Solicitation CAR Document Extraction Summarization Automation Dashboard IPA Reporting and related integrations
Demonstrate experience managing enterprise application support environments and stakeholder communications
