POSITION SUMMARY: The Supervisor Digital Solutions leads the Tier 2 support team for the Digital Platform team, overseeing day-to-day support for application software, digital platforms, and service delivery processes. The incumbent is responsible for incident triage, complex issue resolution, application-specific service requests, and consistent incident management practices that improve platform reliability, service availability, and stakeholder communication. The Supervisor Digital Solutions monitors support performance, coaches team members, and partners with Digital Development, infrastructure, platform, and business stakeholders to improve service delivery for assigned applications.
PRINCIPAL RESPONSIBILITIES: - Lead the Tier 2 support team responsible for complex incident resolution, application-specific service requests, and operational support for assigned digital platforms.
- Establish and continuously improve incident management practices, including intake, triage, escalation, communication, resolution, and follow-up.
- Monitor incident queues, service levels, and operational trends to identify recurring issues, risks, and service improvement opportunities.
- Assist with complex escalations and coordinate troubleshooting across Digital Development, infrastructure, integration, CRM, ERP, and vendor teams.
- Create and review operational reports to identify performance trends, training needs, risks, and recommended service improvements.
- Coach and onboard employees, ensuring they have the tools, access, process knowledge, technical skills, and support standards needed to be successful.
- Keep technology owners and stakeholders informed of incident status, process changes, support expectations, and workflow improvements.
- Support release readiness, operational transitions, and new-application hypercare by ensuring support impacts, known issues, and escalation paths are understood.
- Develop strong working relationships with business stakeholders, technology owners, and vendors supporting assigned services.
- Perform other job-related duties as assigned or apparent.
QUALIFICATIONS: - Knowledge of ITSM frameworks and tools, such as ServiceNow, including service delivery, incident management, request fulfillment, escalation management, and continuous improvement.
- Experience supporting enterprise applications, digital platforms, e-commerce websites, or systems with significant integrations and third-party APIs.
- Experience creating and analyzing performance reports, service delivery dashboards, incident trends, and operational findings to identify improvement opportunities.
- Knowledge of problem identification, root cause analysis, service restoration, post-incident improvement, and related knowledge management practices, including documenting procedures, known errors, workarounds, and resolution steps.
- Understanding of agile and traditional project management processes, including how support and delivery teams collaborate throughout the technology lifecycle.
- Demonstrated ability to coach and motivate employees, reinforce process adoption, and make effective decisions when addressing complex technical and operational issues.
- Experience with platform reliability, operational readiness, support management, DevOps pipelines, CI/CD, or release management concepts.
MINIMUM REQUIREMENTS:- 4 years of experience with ITSM processes and toolsets and supporting enterprise-level applications in a virtual support environment.
- 2 years of experience with problem identification techniques and analyzing reports to support service delivery.
This role is primarily remote; however, candidates should be located within commuting distance of our Phoenix, AZ. Occasional in-person attendance may be required for team meetings, training, or business needs.Please note, this position is not sponsorship eligible.Rewarding Compensation and BenefitsEligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
