Senior Lead Application Support

Job Description

As a senior member of the Global Operations team, this role will be responsible for providing technical leadership to the team. This includes technical mentoring of staff helping the team grow and improve their capabilities. Leading triage for our most complex technical issues, and quickly driving issues to resolution.

Technical – 8+ Years of experience:

• Java Application Support – Advanced Java application troubleshooting including thread and heap analysis.
• AWS application support – Troubleshooting experience supporting applications hosted in AWS on EKS and EC2. Understanding complex multi-application environments, which interact in a firewalled environment.
• Splunk or other log analytics tool – Splunk log analysis for application troubleshooting. Must be able to develop ad hoc queries on the fly to pinpoint application issues. Needs to be able to articulate search parameters and commands. Please note: simple usage of prewritten queries and dashboards is not sufficient. This is not Splunk administration like rolling out agents or administering Splunk.
• Datadog, AppDynamics, or other APM tool – Usage of Datadog or AppDynamics (or equivalent application performance monitoring (APM) tool, such as DynaTrace or New Relic) to troubleshoot and monitor application health and performance. This would include an investigation of business transactions, information points, and health rules to pinpoint application problems.
• Java Application / Database interaction and troubleshooting – Comprehensive understanding of Application to Database interaction and troubleshooting. This would include Oracle and Mongo databases. Areas of understanding like JDBC connection utilization and troubleshooting, connection pool/query/cache optimization, and ability to analyze DB reports like AWR and make recommendations. Automation – Experience creating and maintaining automated pipelines with tools like GitLab and Jenkins.
• Linux knowledge – Supporting applications running in a Linux environment. Shell scripting for automation of administration tasks. Understanding of OS settings for app performance optimization, administration of Microservices, and troubleshooting logging/forwarding issues.

Soft Skills:

• Communication skills (written & verbal) – Excellent communication skills. Loud, clear, and easily understood by a diverse audience. Able to convey information to leadership and technical audiences.
• Technical Mentoring – Providing technical mentoring and day-to-day direction of technical staff responding to alarms, triaging issues, and escalating appropriately. Constantly striving to improve team response.