What are the responsibilities and job description for the Application Support Lead position at Pitisci & Associates?
APPLICATION SUPPORT LEAD
W2 CONTRACT - GC / USC ONLY
NO THIRD PARTIES
DALLAS, TX
HYBRID - ON-SITE 4 TIMES PER MONTH
Seeking an experienced Application Support Lead to join our Tax innovation team and drive support for critical business applications. This role requires a strong understanding of business functions, technology support, and troubleshooting expertise to resolve complex, strategic challenges. The ideal candidate will have extensive experience in application support within a service management framework, with demonstrated leadership abilities and proficiency in supporting diverse technical environments.
Responsibilities :
- Provide end-to-end support for business-critical applications, troubleshooting issues to ensure continuity of service.
- Enforce and monitor Service Level Agreements (SLAs), ensuring alignment with organizational needs and objectives.
- Utilize ITIL service management principles to manage and resolve incidents, requests, and problem tickets within defined service standards.
- Lead application support team in prioritizing tasks, managing multiple deadlines, and balancing conflicting priorities effectively.
- Develop and maintain strong relationships with key stakeholders, including technical teams, business leaders, and end users, to drive collaborative problem-solving and proactive support.
- Create and troubleshoot SQL queries, manage database interactions, and apply PowerShell scripting to enhance support capabilities.
- Leverage expertise in ServiceNow for ticket management, reporting, and analysis to ensure effective incident resolution and improved service delivery.
- Manage application support within Microsoft Azure (PaaS and IaaS), including virtual machines, databases, and networking components.
- Apply knowledge of containerized applications and modern identity principles (OpenID, OAuth 2.0, SAML, MFA) to support secure and scalable solutions.
Experience :
Minimum 10 years in IT with progressive leadership responsibilities, with a focus on application support and service management.
Technical Skills :
Service Management :
Extensive ITIL ticket management experience, ideally with certifications in ITIL practices.
ServiceNow experience for managing, tracking, and reporting on support tickets.
