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Title: Looking for Application Support
Location: Hybrid/Montvale, NJ (2-3 days per week onsite)
Responsibilities
• Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution.
• Collaborate with a team of other Support Analysts (both onshore and offshore).
• Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed.
• Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance, environment stability, and release management.
• Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence.
• Maintain strong communication and coordination across business, technical, and vendor teams.
• Implement best practices for incident, problem, and change management (ITIL).
• Drive continuous improvement across the support function process automation, proactive monitoring, documentation, and knowledge sharing.
• Report KPIs, trends, and operational insights to leadership.
Qualifications
• At least 6+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity.
• Bachelor s degree in Computer Science, Information Systems, or related discipline is preferred
• Strong understanding of Microsoft Azure architecture, monitoring, and operational tools.
• Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments.
• Hands-on ability to review logs, write SQL queries, and interpret system performance data.
• Prior experience managing offshore support teams and coordinating global operations.
• Excellent written and verbal communication skills; ability to interface effectively with vendors, engineers, and business stakeholders.
• Knowledge of ServiceNow, Application Insights, and ITIL-based processes.
