AMS Lead: Application Support & Incident Management

Futran Solutions; Cincinnati (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Futran Solutions in Cincinnati, OH seeks an AMS (Application Support) Lead for a contract position. You will drive incident management, oversee L1–L3 support, and coordinate stakeholder communications to ensure service continuity.

Required are strong Java/Groovy skills and frontend experience with React, Vue, and related tooling. You will manage ServiceNow processes, monitor performance, and guide proactive improvements while coordinating offshore teams.

Qualifications

• Strong proficiency in Java Groovy.
• Frontend development experience with Vue or React.
• Experience with UC4 Automic scheduling orchestration.
• Experience with Dynatrace Humio log analysis and Grafana dashboards.
• ServiceNow ticketing tracking reporting and SLA management.

Responsibilities

• Establish and manage ServiceNow first intake triage categorization, routing and escalation processes.
• Own end-to-end incident and problem management across L1, L2 and L3 support models.
• Lead troubleshooting using logs, monitoring tools, and database analysis to identify root causes.
• Define and track SLA metrics including Response Time, Resolution Time, MTTA and MTTR.
• Build and maintain operational runbooks, knowledge articles, and support procedures.
• Publish weekly operational reports and monthly leadership scorecards.
• Drive continuous improvement through RCA, incident trend analysis and proactive monitoring.
• Direct offshore teams; review analysis quality and adhere to support processes.
• Support UW Automation applications including Submission Intake, Renewal, Solicitation, CAR, Document Extraction, Summarization, Automation Dashboard, IPA Reporting and related integrations.
• Demonstrate experience managing enterprise application support environments and stakeholder communications.

Skills

Application Support

Java

Groovy

React

Dynatrace

Grafana

ServiceNow

UC4 Automic

Tools

UC4 Automic

Job description

Futran Solutions in Cincinnati, OH seeks an AMS (Application Support) Lead for a contract position. You will drive incident management, oversee L1–L3 support, and coordinate stakeholder communications to ensure service continuity.

Required are strong Java/Groovy skills and frontend experience with React, Vue, and related tooling. You will manage ServiceNow processes, monitor performance, and guide proactive improvements while coordinating offshore teams.