Team Lead, Application Support

KUBRA is seeking a talented Team Lead, Application Support to join our Enterprise ITSM team!
The Platform Engineer is responsible for the day to day management of the KUBRA applications platform and related support tasks. This role is responsible for managing various aspect of the Application Support Team which includes but not limited to the resource planning of the team members, performance evaluations of the team members, the supervision of the incident and problem processes for the team, collaborate with Incident & Problem Manager for the enforcement and the evolution of the processes, maintenance of the KUBRA application systems and providing support to KUBRA teams and partners using the applications.
*This is a hybrid position based out of our office in Tempe, Arizona

What you get to do everyday:

• Participate in hiring and resource planning of the team.
• Define guidelines for training, coaching, mentoring, and career development discussions with the team.
• Conduct performance reviews in coordination with Manager and providing constructive feedback in through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources when necessary.
• Monitor daily tasks of the Application Support team and work to improve the quality and efficiency of Application Support services.
• Manage and support the team members by providing guidelines and assist in prioritization around tasks related to daily operations, projects, and initiatives to ensure value driven results that benefits the organization.
• Create and maintain a workplace culture that is consistent with the overall organization's and that emphasizes KUBRA’s mission, vision, guiding principles, and values.
• Appropriately communicate organization information through department meetings, one-on-one meetings, and other appropriate communication channels.
• Maintains and enforces quality and service standards; analyzing and resolving issues; identifying trends; recommending improvements.
• Monitor daily tasks of the Application Support team and improve on an existing 24×7 support model.

What kind of person should you be:

• Demonstrable customer management / service skills
• Leadership and people management - ability to attract, retain, motivate, coach and develop team members for high performance
• Excellent written and verbal communication skills
• Ability to influence, build relationships, manage conflicts, negotiate
• Business management - understand strategy, business functions, metrics, decision-making and workflow
• Demonstrate understanding of the KUBRA business model.
• Demonstrated knowledge of IT infrastructure
• Demonstrated knowledge of relational database technology
• Ability to generate reports
• Extensive knowledge of Internet technologies
• Excellent organization, time management and problem-solving skills
• Results driven
• Ability to handle pressure

What skills do you need?:

• Master’s Degree in Computer Science or a related field
• Other Education/Certification/Training preferred: MCAD Certification, .Net Certification
• Work Experience Required: 2 - 3 years of application support, 2-3 year supervisory role preferred
• Job-Related Experience Required: 1-2 of years of work with relational databases, and / or web services

What you can expect from us:

• Award-winning culture that fosters growth, diversity and inclusion for all
• An accomplished TA team that values teamwork, innovative ideas and out-of-the-box thinking
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Bi-annual performance-based bonus + recruitment bonus
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching
• Continued education with our education reimbursement program
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing

While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!
KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over