Java Application Support Lead

About the role

This role will lead incident and problem management, drive proactive monitoring, guide offshore support teams, and support underwriting automation applications and integrations.

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 models.
• Lead troubleshooting across application, integration, and database layers using logs, monitoring tools, and database analysis.
• Define and track SLA metrics, including response time, resolution time, MTTA, and MTTR.
• Build and maintain operational runbooks, knowledge articles, and support procedures.
• Publish weekly operational reports and monthly leadership scorecards.
• Drive continuous improvement through root-cause analysis, incident trend analysis, and proactive monitoring.
• Direct offshore support teams, review analysis quality, and ensure adherence to support processes.
• Support UW Automation applications, including Submission Intake, Renewal, Solicitation, CAR, Document Extraction, Summarization Automation, Dashboard, IPA Reporting, and related integrations.
• Manage enterprise application support environments and communicate effectively with business and technology stakeholders.

Requirements

• Strong proficiency in Java and Groovy.
• Frontend development experience using React or Vue.
• Experience with UC4/Automic job scheduling and orchestration.
• Hands-on experience with Dynatrace, Humio log analysis, and Grafana dashboards.
• Strong experience with ServiceNow for ticketing, tracking, reporting, and SLA management.
• Seeking experienced lead candidates.
• Only geninue H1B

Schedule

• Hybrid - three days per week in office

Location

• Cincinnati, OH