AMS – Application Support Lead

Tasks

• Establish and manage ServiceNow intake, triage, categorization, routing, and escalation processes.
• Own end-to-end incident and problem management across L1, L2, and L3 support teams.
• Lead troubleshooting using logs, monitoring tools, and database analysis to identify root causes.
• Define and track SLA metrics, including Response Time, Resolution Time, MTTA, and MTTR.
• Develop and maintain operational runbooks, knowledge articles, and support procedures.
• Publish weekly operational reports and monthly leadership scorecards.
• Drive continuous improvement through RCA, incident trend analysis, and proactive monitoring.
• Lead offshore teams, review analysis quality, and ensure adherence to support processes.
• Manage enterprise application support environments and stakeholder communications.
• Support UW Automation applications, including Submission Intake, Renewal, Solicitation, CAR, Document Extraction, Summarization Automation, Dashboards, IPA Reporting, and related integrations.

Requirements

• Application Support Leadership (L1 / L2 / L3)
• Java / Groovy
• React or Vue.js
• UC4 Automic Job Scheduling & Orchestration
• Dynatrace & Humio Log Analysis
• Grafana Dashboards & Monitoring
• ServiceNow Ticketing, Reporting & SLA Management
• Incident & Problem Management
• Root Cause Analysis (RCA)
• Application, Integration & Database Troubleshooting
• Experienced Lead Candidates

Schedule

• Hybrid – 3 Days in Office

How to apply

• Send resumes by email.

Location

• Cincinnati, OH