Application Support Engineer Lead

What you’ll be doing...
This is a strategic role requiring strong technical, communications, and leadership skills. You will be responsible for providing consultancy and technical direction around uptime, performance, incident and Problem management as well as tracking of system defects for a global SaaS based product suite serving customers around the globe. The role will involve collaborating with a team of business analysts, developers and customer care teams. This is a hands-on role that requires a high sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. This leadership role will call for strong ethical, mentoring and coaching skills and will be responsible for upholding and maintaining day to day operations within the Application Support group.

Responsibilities:
Lead in maintaining system uptime and performance
Lead actively monitoring, logging and responding to production application incidents
Lead and co-ordinates development of technical team projects and tasks
Invest, research or help develop emerging, needed, tools and technologies to advance the teams autonomy
Contributes to strategic team decisions and determines priorities of major milestones
Responsible for fostering relationships with their team and the wider organisation
Help transition process into closed loop automated processes
Setup training schedules and drive upskilling to lower level engineers
Drive and lead in analysis and resolution of major incidents and performance issues on production environments
Expert level Troubleshooting around technical customer tickets and takes ownership to drive remediation and RCA. Works closely with Engineering teams and Problem Management group
Senior knowledge of Fleetmatics Product Line and related technologies, with deeper knowledge of components assigned to team and dealing with technical Tier II & III support tickets, with deeper knowledge of components assigned to team
Collect, log and analyse stats on application performance, problems and failures with the aim to improve existing processes or creating missing processes for the teams.
Advise on Fleetmatics Production Infrastructure including server, database and network; expert in own area
What we’re looking for...
Essential Skills & Experience:
3-5 years in an Application, DevOps or Development Support level II technical or Lead Role - Degree in Computer Science, Networking or IT
Familiar with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewing
Senior knowledge with ITIL Incident and Problem Management
Senior knowledge with SQL DB querying techniques, SQL and tools
Advanced experience with Application monitoring tools; AppDynamics, OpManager and NewRelic, a plus.
Senior understanding and consider Network, Database Management and Operating Systems in software solutions
Cross-Browser Debugging Skills
Senior application of Lean, Agile and ITIL practices and Applies ITIL best practices framework around Incident, service delivery and Problem Management
Advanced PowerShell or similar scripting experience
Core Behavioral Attributes
Strong ability to lead a team of 5-6 level I and II engineers
Must have a strong ability to continuously mentor and coach team peers
Excellent problem solver with strong analytical skills and logical thinking
Must have excellent communication skills to deal with developers and customer c

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