Lead Application Support Engineer

Overview

Proficient in leading maintenance, support, and operations of enterprise applications at an enterprise level of multiple business portfolios in TJC enterprise. This includes responsibility for coordination of all activities of the application support team to ensure functionality and usability of the TJC enterprise applications as aligned with the organization’s priorities and enabling business users and customers to do their work effectively. Lead application support engineer is also responsible for assignment and coordination of the application support team as Transition Leads in all phases of projects. Develops and provides expertise for enterprise level application support strategies and solutions. Lead programming and debugging as required to implement application enhancements, develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues. Mentors and guides team members. 

Note: Terms “application support” and “application management” are used interchangeably here to mean tasks needed to maintain, enhance and manage custom applications following ITIL and Agile SDLC processes. Enhancements may include small or medium software engineering projects, as assigned.

Application management provides a wide variety of application services, processes and methodologies for maintaining, enhancing and managing custom applications, packaged software applications or network-delivered applications.

https://www.gartner.com/en/information-technology/glossary/application-management

Responsibilities

• Expertise in IT Service Management for IT application management (ITIL / ITSM based) and IT full project SDLC for project Transition, Agile delivery, and medium / small projects.
• Utilizes meeting facilitation, interview, and/or business and technical research skills for application management and during the entire project lifecycle. Coaches business users on identifying, structuring, and composing future business processes as needed for effective and efficient operations.Ensures the application support team’s and project team's end results fulfill the business needs.
• Responsible for supervision of project staff, which may include business analysts, software engineers and managing application support engineers. Uses technical and business expertise to provide leadership and mentoring to all staff.
• Ensures availability and performance metrics are met. Ensures enhancements deadlines and commitments are met.
• Performs various application management leadership activities including project transition leadership, operations management (incident and problem management), status reporting and configuration management. Keeps abreast of all activities of the application management team.
• Lead project transition activities to ensure all operational readiness tasks are completed including but not limited to operations support, SLA definition, monitoring / alert planning, and support team assignment.
• Ability to provide backup to ADM Director or Manager duties when necessary. Assists Director / Manager with project and resource planning.
• Listens, interprets and documents business user requirements and/or requests in compliance with the department methodology, standards procedures, practices and goals. Open to team member ideas and approaches along with mentoring/guiding them in the right direction. Works with, coordinates and manages external resources as necessary.
• Exhibits a complete understanding of full TJC business processes and IT systems. Works with, coordinates and manages external resources as necessary. Participates in health care, IT and other professional networks to ensure awareness of industry standards, trends and best practices in order to strengthen organizational and technical knowledge.
• Treat team members fairly and builds relationships within and across departments.
• Should be comfortable in a fast-paced IT environment that continually embraces the latest technologies and techniques.

Qualifications

• Bachelor’s degree in Computer Science or other related field OR equivalent work experience. Master’s Degree (MIS or MBA) recommended.
• Experience working in an Agile environment
• Strong written and verbal communications
• At least 6 + years of technical / software product development work experience in a distributed multi-tier environment.
  • 2+ years of software development experience with a wide variety of applications is
  • Required
    • Visual C#, Angular, MVC, Entity Framework, Web API’s
    • Team foundation server
    • Visual Studio 2017, SQL server 2016, Microsoft Azure and SQLServer 2016+.
    • In depth knowledge and experience with core Microsoft .Net technologies Including: C#, WCF, LINQ and EF, MVC, Web API