Customer Data Application Support Lead

The Application Support Lead (VP) is responsible for overseeing the day-to-day operations of the customer data management application support team and ensure the stability, availability, and performance of business-critical services. This role involves troubleshooting, overseeing daily support operations, managing escalations, driving process improvements, and collaborating with business and internal stakeholders to support the organization goals.

Responsibilities:

• Provide hands-on Level 3 support for customer data application, troubleshoot technical and functional issues.

• Hands on experience with Java, Spring boot micro services, ETL Abinitio, Oracle database, Openshift, CICD deployments, Bitbucket repository.

• Troubleshooting skills in resolving complex issues, performing root cause analysis and documentation.

• Engage directly in diagnosing technical and functional production issues in a timely manner to provide root cause analysis and solutions to prevent future issues.

• Write strong SQL queries/scripts on Oracle database for data analysis and problem resolution.

• Collaborate with consuming application and business users to understand application-related issues and requirements.

• Collaborate with cross-functional teams to identify and resolve production issues.

• Monitor and Manage Inbound and Outbound feed SLA breaches.

• Create and maintain documentation related to production process, procedures, issues, and resolutions to improve application support.

• Execute the application support strategy aligned with business objectives.

• Lead and mentor application support teams ensuring high performance and efficiency.

• Coordinate with development and release management teams to ensure smooth deployment of sprint releases with minimal business interruptions.

• Coordinate with SA and EAP teams on the System updates, green zones, and COB activities.

• Provide daily, weekly, and monthly reports on system performance and issue status to senior management.

• Participate in on-call rotation and respond to production issues after business hours.

• Identify opportunities for process improvements and propose solutions with cost and benefit analysis.

• Coordinate with development managers, ensuring the outstanding issues are tracked to closure, particularly long-term strategic fixes.

• Should be adaptive in learning new technologies as per organization needs.

Qualifications:

• 6+ years' experience in an Applications Support role

• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications.

• Strong firsthand experience with Enterprise level applications and the workflows.

• Understanding of financial domain (in the areas of Credit Cards, Retail Banking, Retail Services, Mortgage and Brokerage) is an added advantage.

• Consistently demonstrates clear and concise written and verbal communication skills.

• Ability to communicate appropriately to relevant stakeholders.

• Highly proficient in creating and debugging complex SQL queries for data analysis and troubleshooting.

• Experience with Big Data technologies, including Hadoop, Hive, Impala, and Spark is an added advantage.

• Experience in developing and optimizing Unix shell scripts for automation and issue resolution.

• Manage job orchestration using tools like Autosys and other schedulers.

• Experience with ITIL practices and ticketing systems like Service Now and Jira

• Experience with OpenShift for containerized workloads is a plus.

Education:

• Bachelor’s/University degree or equivalent experience, Masters degree preferred

This job description provides a high-level review of the types of work performed.  Other job-related duties may be assigned as required.

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Job Family Group:

Technology

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Job Family:

Data Analytics

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Time Type:

Full time

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