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Enterprise Solutions Inc. Linkedin · Posted 6d ago

AMS (Application Support) Lead

Cincinnati

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Job Title: AMS (Application Support) Lead (Need Lead Candidates)

Location: Cincinnati, OH (Hybrid – 3 Days) (Need Lead Candidates)


Primary Skills: Application Support. Java or Groovy, React, Dynatrace, Grafana, Servicenow.


Job Description

  • Strong proficiency in Java Groovy
  • Frontend development experience with Vue or React
  • UC4 Automic job scheduling orchestration
  • Dynatrace Humio log analysis and Grafana dashboards
  • ServiceNow ticketing tracking reporting and SLA management
  • Experience troubleshooting across applications integration and database layers
  • Monitoring telemetry and proactive ing implementation

Key Responsibilities

  • Establish and manage ServiceNow first intake triage categorization routing and escalation processes
  • Own end-to-end incident and problem management across L1 L2 and L3 support models
  • 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
  • Build 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
  • Direct offshore 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
  • Demonstrate experience managing enterprise application support environments and stakeholder communications


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