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.

Technical Skills:

•       Proficiency in SQL and PowerShell for efficient query handling and automation.

•       Hands-on experience with Microsoft Azure environments, including both PaaS and IaaS.

•       Familiarity with container architecture, including Docker and Kubernetes.

•       Solid understanding of identity management and security protocols such as OpenID, OAuth 2.0, SAML, and MFA.

Service Management:

ServiceNow experience for managing, tracking, and reporting on support tickets.