Oversee and lead the team responsible for resolving application and related issues for internal and external user communities across multiple business divisions.
Provide support for pre-production and production enterprise systems, ensuring stability and reliability for all applications.
Act as the primary escalation point for application support issues, ensuring incidents are triaged, owned, and driven to resolution.
Lead critical incident bridges, including assessing and declaring severity levels (e.g., Sev.1), driving timely resolution decisions, and completing root-cause analysis (RCA).
Collaborate with IT and Operational colleagues as well as external vendors to facilitate support, deployment, system maintenance, and incident resolution.
Oversee the Application Support ticket queues ensuring proper triage, prioritization, assignment, and timely closure.
Define and optimize ticketing workflows and automations (e.g., routing rules, alerts, integrations) to improve responsiveness, visibility, and reporting.
Use dashboards and reports from ticketing and monitoring tools to identify trends, recurring issues, and opportunities for process and system improvements.
Participate in and help structure the 24x7 on-call rotation
Oversee the development and growth of the team including training, coaching, performance management etc.
Perform other related duties as assigned.

Requirements

7+ years of enterprise-level systems support
1-3+ years of leadership experience with a geographically distributed team preferred
Bachelor’s degree in Computer Science, Information Technology or a related discipline preferred
Comprehensive understanding of SDLC and proficient in project management
Expert knowledge of Active Directory domains, schemas and configurations
Intermediate experience with Microsoft IIS
Intermediate or higher experience with Microsoft SQL and Microsoft SSMS
Intermediate experience with editing XML, Json, PowerShell power user
Exposure to Linux OS preferred
Proficient with Microsoft Office Suite including Visio
Proficient as a Microsoft server system administrator
Proficient in Azure Dev Ops (ADO) - Repositories, Pipelines, Release Processes.
Deep knowledge of relevant IT system security best practices and procedures
Strong knowledge of networking systems.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

enterprise-level systems supportSDLCproject managementActive DirectoryMicrosoft IISMicrosoft SQLMicrosoft SSMSXMLJSONPowerShell

Soft Skills

leadershipteam developmentcoachingperformance managementincident resolutioncollaborationtriageprioritizationcommunicationproblem-solving