- Company Name
- SS&C Technologies
- Job Title
- Application IT Lead Specialist
- Job Description
-
**Job Title**
Application IT Lead Specialist
**Role Summary**
Lead the support and operations of cloud‑based applications, ensuring high availability, incident resolution, and continuous improvement across all environments. Manage event monitoring, incident and problem handling, change requests, and system health checks in alignment with ITIL processes and SLA commitments.
**Expectations**
- Own end‑to‑end incident and problem tickets, ensuring prompt diagnosis, escalation, and resolution.
- Actively participate in service improvement initiatives, automation, and policy updates.
- Maintain comprehensive, up‑to‑date documentation and participate in on‑call rotation.
- Collaborate with cross‑functional teams (development, security, operations) for project delivery and early life support.
**Key Responsibilities**
- Monitor events from ticketing system; respond to auto‑generated alerts.
- Drive incident management: acceptance, updating, resolution, SLA compliance, escalation to SMEs.
- Own problem records, enforce problem‑management workflow, root‑cause analysis.
- Collaborate on continuous improvement: assess processes, recommend automation, review batch jobs.
- Create and execute ServiceNow change requests (levels 0–4, production) and emergency releases.
- Perform smoke tests, health checks, and monitoring of production environments.
- Conduct security‑testing verifications, pandemic‑resilience (DR) tests, patching windows.
- Provide SME support for defect management, test support, implementation planning, and early‑life support.
- Maintain documentation integrity, perform documentation reviews, and update materials.
**Required Skills**
- Experience with cloud-based application support.
- Proficient in Windows, IIS, error handling, and troubleshooting.
- SQL Server: query writing for incident support and operational data retrieval.
- PostgreSQL experience.
- Messaging services knowledge.
- Familiarity with ServiceNow, JIRA, and other ticketing systems.
- ITIL framework knowledge (Core or Foundation).
- Monitoring and alerting tool proficiency.
- Ability to support 24/7 applications in high‑pressure environments.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- ITIL Foundation certification (preferred).