Java Application Support Lead

Role: Java Application Support Lead

Location: Birmingham, AL(Onsite)(5 Days)

Duration: Long term Contract

Experience: 12 15 Years

Responsibilities

• Manage stakeholder expectations regarding the success of Application Support strategies and projects
• Work with key stakeholders including executives, senior leaders, and a variety of customers to identify, oversee, and deliver IT application support solutions that are effective and user-friendly, and support strategic initiatives, business outcomes
• Develop, track and improve key performance indicators for personnel and systems
• Supervise, mentor, and train application support personnel, which may include geographically dispersed personnel and contractors
• Work and collaborate with global teams to deploy, maintain, troubleshoot, and manage application systems
• Manage large-scale applications/systems / projects across multiple product lines/businesses, involving significant complexity.
• Develop and implement solutions for managing the business application environment to include monitoring, reporting, system incident management and resolution
• Evaluate and improve on operational processes and metrics, procedure manuals, and systems/business process documentation
• Assign incoming cases to team, ensuring the resources assigned have the correct skill set and capacity to resolve application support issues and restore business capabilities
• Resolve customer issues, implementing and meeting L3 Application Support Service Level Agreements and improving application support processes
• Collaborate with internal teams (Development, DevOps, Infrastructure, Product Management, Quality Assurance, Cloud etc.) on trending issues
• Ensure quality of case handling (incidents, problems, requests)
• Build relationships with the business units/users
• Manage delivery of minor application bug fixes, enhancements and continuous improvement around our products and service lines

Qualifications & Experience

• Bachelor’s degree in computer science, Business Management, Information Services or an equivalent
• Proven ability to lead application support teams and engage across business domains
• Requires 5 years of people management experience in an application support environment, preferably with co-located and remote direct reports.
• Previous experience with global IT service provider organizations, especially in an application support role is highly desired.
• Ability to consistently make decisions in a timely manner sometimes with incomplete information and under tight deadlines.
• Expertise with automating complex tasks and direct experience with API calls and SQL queries is a plus.
• Experienced in the management of Applications Support and Service Delivery Management using ITSM tools such as ServiceNow.
• Good functional and technical understanding of multi-tier application architecture