Application Support Lead
Job Location:
Job Location:
Herndon, VA - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
11 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Client is a leading Indian Original Equipment Manufacturer (OEM) specializing in high-end computing solutions (HCS) including supercomputers AI infrastructure private cloud systems and high-performance data storage.
Job Title: Application Support Lead
Location: Herndon VA
Duration: Full-Time
Job Type: Full-Time
Work Type: Onsite
Position Summary:
- Reports To: Service Desk Manager
- The Application Support Lead ensures the stability performance and continuous improvement of our core business application suite including Sales Accounting and Enterprise Resource Planning (ERP) systems.
- This role serves as the primary escalation point for complex issues and acts as the bridge between end-users and technical teams.
- Beyond technical troubleshooting this Lead is responsible for the operational health of our systems through proactive monitoring and driving the daily rhythm of the support team via ITIL best practices.
Key Responsibilities:
Technical Leadership & Operations
- Operational Monitoring: Maintain and monitor operational dashboards to track service health support performance metrics. Proactively identify trends or anomalies before they impact end-users.
- Daily Standups: Lead standup meetings to synchronize team activities identify blockers and ensure high-priority tickets and projects remain on track.
- Tier 2/3 Escalation: Act as the subject matter expert (SME) for core business applications resolving complex issues escalated from the Service Desk.
- Incident Management: Lead the investigation of application outages or bugs performing root cause analysis (RCA) to prevent recurrence.
Process & Strategy
- Data-Driven Insights: Use dashboard data to provide weekly and monthly reports to the Service Desk Manager regarding ticket volume recurring issues and system
- stability.
- Documentation: Maintain a comprehensive knowledge base of application workflows troubleshooting guides and user manuals.
- Release Management: Oversee the testing and deployment of application updates and patches ensuring minimal disruption to business operations.
Team Mentorship
- Guidance: Lead and mentor junior support analysts fostering a culture of technical excellence and proactive problem-solving.
- Training: Conduct training sessions for the broader Service Desk team to improve first-call resolution rates for application-related queries.
Required Qualifications:
- Experience: 5 years in technical application support with at least 1 2 years in a lead or senior capacity.
- Operational Excellence: Demonstrated experience using monitoring tools (e.g. SolarWinds Datadog or native platform dashboards) to manage system health.
- Leadership: Experience facilitating standup meetings or utilizing Agile/Scrum methodologies to manage team workflow.
- Technical Proficiency: Proven experience in application support.
- Communication: Exceptional ability to translate technical data from dashboards into actionable business insights for stakeholders at HQ
Preferred Qualifications:
- Bachelors degree in IT Computer Science or a related field.
- ITIL Foundation or Practitioner certification.
- Experience with SQL for data querying and dashboard customization.
- Familiarity with ITSM platforms like ServiceNow for tracking operational KPIs
TekWissen Group is an equal opportunity employer supporting workforce diversity.
