Application Support Engineer Lead

KEY TRAITS:

• Commitment to excellence. We are looking for people who care about doing good quality work, getting things done on time, and being productive.
• Commitment to customers. We are looking for people who really care about solving problems for customers. This role requires someone who responds quickly and with empathy; someone who wants the customer to be happy with the outcome and to feel that we are committed to them.
• Critical thinking & problem-solving. This role requires someone who uses a combination of logic and out-of-the-box thinking to troubleshoot customer issues.
• Eager to learn. This role requires someone who is eager to learn new technologies and acquire new skills.

Key Responsibilities:

• Lead and manage the day-to-day application support operations for the Mobile Heartbeat Banyan platform.
• Serve as the primary escalation point for complex incidents, outages, or performance issues.
• Ensure rapid response and resolution of L2/L3 support tickets while maintaining SLA adherence.
• Monitor application health and performance using appropriate monitoring and logging tools.
• Maintain and enhance documentation, SOPs, troubleshooting guides, and knowledge base articles.
• Participate in on-call rotation for high-severity issues and coordinate after-hours support when needed.
• Collaborate with vendor (Mobile Heartbeat) for issue escalation, product updates, and patch testing.
• Drive problem management, identifying root causes and ensuring long-term fixes are in place.
• Coordinate with project teams for release planning, upgrades, and change management.
• Promote continuous improvement through automation, monitoring, and process refinement.
• Provide technical support to customers over phone, web, email, and collaboration tools.
• Document troubleshooting activities and resolutions for support issues in ticketing system.
• Provide explanations of product functionality to customers
• Assist customers in understanding how the product functions and how to troubleshoot and administer it.
• Work with internal teams to ensure that system operation is properly monitored and documented
• Monitor application and infrastructure health using Azure-native tools (e.g., Azure Monitor, Log Analytics, Application Insights).
• Collaborate with development, DevOps, networking, and security teams to resolve technical issues.
• Document customer environments, unique configurations and possible configuration limitations
• Ensure that complex customer software issues are properly prioritized, reviewed, debugged and resolved
• Rapidly become a product subject-matter expert
• Manage priorities and allocate time appropriately
• Assist in implementation and upgrade of Business Critical cloud Applications
• Contribute content to the Knowledge Base, documenting known issues, troubleshooting steps, best practices, and common tasks
• As part of on-call team, respond to and resolve critical system issues that arise on 24x7 basis.
• Primary responsibility is to resolve customer issues, but some project work is also expected.
• Familiarity with ITIL-based support processes (Incident, Problem, Change Management).
• Troubleshooting and root cause analysis (RCA): Lead the team in diagnosing and resolving application issues, performing detailed root cause analysis to prevent recurrence.
• Coordinate with other teams: Act as a liaison between the support team and other departments, including development, infrastructure, and business teams, to facilitate issue resolution and communication.
• Process Improvement & Strategy
• Develop and implement best practices: Establish and refine support processes, standards, and procedures in line with ITIL (Information Technology Infrastructure Library) or other relevant frameworks.
• Monitor and report on metrics: Track key performance indicators (KPIs) such as ticket resolution times, application uptime, and team performance, and provide regular reports to management.
• Knowledge management: Lead the creation and maintenance of a comprehensive knowledge base and documentation for troubleshooting and support procedures.
• Contribute to projects: Work with development and release management teams to ensure smooth and effective software releases, providing insights on potential production issues

SKILLS:

• Bachelors degree in Computer Science, Information Technology, or related discipline.
• 5+ years of experience in IT operations or application support, with 2+ years in a lead or senior-level support role.

• Hands-on experience with:

• Ability to communicate clearly and explain complex issues to audiences with varying degrees of technical expertise.

• Ability to manage many customer issues of varying priority at once.
• Ability to think clearly and react calmly.

TECHNICAL:

• Intermediate-advanced familiarity with SQL-based query languages
• Intermediate-advanced familiarity with Windows server
• Experience deploying software in the cloud (particularly Microsoft Azure)
• Familiarity with PowerShell a plus
• Familiarity with Java or another equivalent programming language a plus
• Familiarity with VOIP, CUCM and Avaya plus.
• Familiarity with HL7, Active Directory, LDAP, and integration protocols is a plus.
• iOS and Android mobile environments.
• Strong understanding of ITIL principles and IT service management.
• understanding of HIPAA, PHI, and clinical workflows.
• Mandatory: Microsoft Azure Fundamentals (AZ-900).

Preferred: Microsoft Azure Administrator (AZ-104), ITIL Foundation