Application Support Lead

Application Support Lead

Req number:

R8507

Employment type:

Full time

Worksite flexibility:

Remote

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Application Support Lead you will report to the Sr. Manager of Software Engineering and is responsible for ensuring the stability reliability performance and operational excellence of critical business applications and services. This role provides technical leadership for production support activities major incident management problem resolution root cause analysis service reliability improvements and operational readiness across the product portfolio.

Job Description

We are looking for a Application Support Lead serves as the primary technical escalation point for complex production issues and works closely with Engineering Product Management Infrastructure Security QA and Business stakeholders to ensure high system availability and customer satisfaction. This role requires strong expertise in application support troubleshooting software engineering DevOps practices observability tools incident response and continuous improvement methodologies. This position will befull-timeandremote.
What Youll Do

• Lead production support activities for business-critical applications and services
• Ensure high availability performance reliability and operational stability of supported systems
• Act as the technical escalation point for critical incidents and complex production issues
• Coordinate cross-functional teams during incident response and service restoration efforts
• Drive effective communication during incidents outages and service disruptions
• Lead Major Incident Management (MIM) activities and support timely issue resolution
• Conduct root cause analysis (RCA) and post-incident reviews to identify corrective and preventative actions
• Develop and maintain incident management processes support runbooks and operational procedures
• Track recurring issues and implement permanent fixes to reduce incident volume
• Monitor support metrics and service trends to proactively identify risks and improvement opportunities
• Establish and enforce production support standards operational procedures and service-level objectives
• Drive application resiliency scalability performance and reliability improvements
• Implement monitoring alerting observability and automated recovery capabilities
• Lead initiatives focused on reducing technical debt and increasing platform stability
• Ensure systems meet security compliance audit and governance requirements
• Provide technical leadership and guidance to production support engineers
• Mentor team members and promote knowledge sharing across the organization
• Collaborate with development teams to improve application supportability and operational readiness
• Participate in architecture reviews to ensure operational requirements are considered throughout the software lifecycle
• Define best practices for support transition deployment readiness and production acceptance
• Drive automation initiatives to improve efficiency and reduce manual operational tasks
• Improve incident detection diagnosis remediation and reporting processes
• Partner with engineering teams to implement self-healing and proactive support capabilities
• Promote continuous improvement through metrics analysis and operational reviews
• Partner with Product Owners Engineering teams Infrastructure teams Vendors and Business stakeholders
• Provide operational status reporting and executive-level communication on system health and service performance
• Participate in change management processes to assess operational risk and production readiness
• Ensure support priorities align with business and operational objectives
• Participate in production support on-call and escalation processes as required
• Perform other job-related duties as assigned by management
• Budget and Resource Planning
• Understand accounting rules related to expense and capital activities
• Identify opportunities for operational cost optimization
• Monitor production support efforts and resource utilization
• Support planning and prioritization of maintenance reliability and technical debt initiatives

What Youll Need

Required:

• Bachelors degree in Computer Science Information Technology Engineering or a related discipline
• 8 years of experience in Software Engineering Application Support Site Reliability Engineering (SRE) or Production Operations
• 3 years of experience leading technical teams or production support organizations
• Experience supporting mission-critical enterprise applications in a 24x7 environment
• Demonstrated success leading major incident management and service restoration efforts
• Experience working within globally distributed teams and complex enterprise environments
• Deep understanding of Incident Problem Change and Release Management processes
• Experience leading critical incident response and coordinating cross-functional resolution teams
• Strong analytical and troubleshooting capabilities for complex application and infrastructure issues
• Proven ability to perform detailed root cause investigations for system failures and performance degradation
• Establish corrective and preventative actions to improve overall service reliability
• Experience implementing and supporting monitoring alerting logging and observability platforms
• Ability to define service health indicators operational dashboards and support metrics
• Strong understanding of modern application architectures APIs microservices databases and cloud technologies
• Working knowledge of Java React NextJS SQL and related enterprise application technologies
• Ability to review code identify supportability improvements and collaborate effectively with development teams
• Experience with CI/CD pipelines deployment automation and operational tooling
• Ability to automate repetitive support tasks and operational processes
• Familiarity with Infrastructure as Code (IaC) scripting and cloud-native operational practices
• Strong understanding of system performance scalability resiliency and disaster recovery principles
• Experience improving application uptime and reducing service disruptions
• Ensure compliance with enterprise standards security requirements and operational controls
• Participate in audits operational reviews and risk management activities
• Lead mentor and develop production support engineers
• Foster a culture of accountability ownership innovation and continuous improvement
• Promote knowledge sharing and operational best practices across teams
• Ability to communicate technical issues and operational risks to both technical and executive audiences
• Strong collaboration skills with Product Engineering Infrastructure QA Security and Business teams

Preferred:

• Experience supporting enterprise applications in cloud environments such as Azure or AWS
• Experience with ServiceNow Jira Dynatrace Splunk AppDynamics Datadog Grafana or similar observability platforms
• Experience managing on-call support rotations and operational support models
• Understanding of ITIL processes and Service Management best practices
• Experience implementing SRE practices service-level indicators (SLIs) service-level objectives (SLOs) and operational maturity frameworks

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).