System Reliability & Support Lead, Application Support

What you'll do

• Lead the monitoring, maintenance, and modernization of systems and software to ensure stability and compliance.
• Perform maintenance tasks including the installation of patches and upgrades in a stable production environment.
• Detect and resolve incidents while performing root cause analysis on design, reliability, and maintenance problems.
• Monitor system availability, performance, and capacity against baseline metrics to report trends.
• Implement methods and evaluation criteria for monitoring software reliability and resolving technical incidents.
• Educate and coach junior staff to build in-depth knowledge of supported systems and applications.
• Lead application governance including attestations, continuity testing, impact analysis, and audit responses.
• Assess and manage business risks to ensure adherence to the Enterprise Risk Management Framework.

What we're looking for

• Prior experience in Technical Support is needed.
• A university or college degree is typically required.
• 3+ years of relevant or direct industry experience is typically required.
• Knowledge of Genesys CCPulse, Incident Management, and Information Technology Operations (preferred).
• Knowledge of Risk Management, Root Cause Analysis, and Service Level Agreements (preferred).
• Knowledge of System Reliability and Troubleshooting (preferred).
• Experience with IT Service Management (ITSM) and Software Reliability Management is required.
• Experience with Application Programming Interfaces (APIs) and the System Development Life Cycle is required.