Technical Application Support Lead

Job Description: 

The Technical Application Support Lead will be responsible application management and support of AI related applications, understanding design enhancement changes, responsible to review and create technical assessment and process documents, debug Azure Platform issues, know KQL and App Insights, Azure Monitoring, familiar with CosmosDB and Postgres, troubleshoot front end, middle layer related performance issues and provide strong technical leadership to the support team onshore and offshore. The application is PaaS driven and has AI, Cosmos DB and Postgres components.

Responsibilities:

• Empathy with users
• Patience and understanding
• Acceptance of ownership
• Investigation and diagnostic skills
• Excellent customer service skills
• Attention to detail
• A proactive approach
• Ability to work under pressure and to tight deadlines
• An Application Support Lead must approach tasks systematically and remain focused on restoring services as soon as possible even when working under pressure, which makes these skills essential.
• The team consists of onshore and offshore members, the ASL role is to manage this team and drive continuous improvement.
• Work closely with the Development Team and particularly the Program/Project Managers to be aware of new development and fixes, and how that will affect the various environments.
• Conduct a weekly standup with the team and associated members of the team from other departments.
• Attend multiple team calls for support awareness
• Program Manager's project-related calls
• Drive major incident resolution and follow-up, determining the root cause and taking action to avoid these issues from recurring.

Benefits: It is recommended that employers include a general description of any health or compulsory benefits for compliance with Pay Transparency laws.

Skills:

• Strong knowledge on Azure PaaS infrastructure, Open AI concepts.
• CosmosDB and Postgres are advantages.
• Experience with monitoring tools and networking tools.
• Experienced in ITIL pillars, i.e., Operational Support, Planning, Release/control/validation, Service Agreements.
• Highly experienced with working in team situations, involving critical situations and asking the right questions.
• Influencing members of other teams not in a direct reporting line and holding people and vendors accountable.
• Capable of managing a high daily workload, provide weekly status on current incident state as well as next steps to resolve.

Education:

• Bachelor’s or Master’s in computer science
• Preferred - ITIL, MCSD - Azure Solutions Infrastructure