Application Support Lead

Updated: July 26, 2024 - The Application Support Lead manages business relationships and ensures operational continuity across domains and partner teams. They oversee major incident service restoration, collaborate with vendors, and maintain support documentation within the Codec group. Responsibilities also include guiding the support team towards defined goals and identifying implementation risks for effective mitigation.

Responsibilities:

• Maintaining and improving the performance and scalability of production application systems
• Plan and execute application upgrades
• Ensuring application SLAs are consistently met and peak support times are covered
• Performing deep dives on data for analysis, investigation, and root cause analysis
• Producing and maintaining documentation of processes, SLAs, workflows, and settings
• Managing vendor relationships associated with supporting the applications
• Strategic analysis and conditioning of application data
• Working with key teams and stakeholders to seamlessly introduce new capabilities and processes into the application environment
• Coordinating the application release process, including risk analysis, configuration changes, and evaluation of results
• Assisting with planning and roll-out of a production application dashboard
• Monitoring and capacity planning around production systems
• Participating in application-specific disaster recovery planning and exercises
• Assuring ongoing compliance with personal data protection regulations as it relates to the application systems

Skills:

• Performance Optimization (Hard Skills)
• Upgrade Planning and Execution (Hard Skills)
• SLA Management (Hard Skills)
• Data Analysis and Root Cause Analysis (Hard Skills)
• Documentation and Process Maintenance (Hard Skills)
• Strategic Analysis and Data Conditioning (Hard Skills)
• Stakeholder Collaboration (Soft Skills)