Application Support Lead

Ethereum Technologies LLC; Cincinnati (OH); On-site; USD 89,000 - 126,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Ethereum Technologies in Cincinnati, OH is seeking an Application Support Lead to manage enterprise application support, incident and problem management, and coordination with offshore teams. The role emphasizes strong technical skills across Java/Groovy, front-end React/Vue, and monitoring dashboards.

You will own SLA metrics, publish weekly reports, and drive continuous improvement through RCA and proactive monitoring.

Qualifications

• Experience leading enterprise application support and incident management.
• Proven ability to perform root cause analysis and drive fixes.
• Strong troubleshooting across app integrations and databases.
• Experience with incident SLA reporting and stakeholder updates.

Responsibilities

• Own end-to-end incident and problem management across L1–L3.
• Define and track SLA metrics like response and resolution times.
• Lead troubleshooting using logs and DB analysis to find root causes.
• Publish weekly operational reports and leadership scorecards.
• Coordinate offshore teams to review analysis quality and processes.
• Support UW Automation apps and related integrations.

Skills

Incident management

Root cause analysis

Log analysis

Stakeholder communication

Tools

ServiceNow

Dynatrace

Grafana

UC4 Automic

React/Vue

Job description

US Citizen, Green Card, H-1B, OPT-EAD, CPT, Other

Job Title: Application Support Lead

Location: Cincinnati, OH

Duration: 8 Months + Extension

Bill Rate: $78/hour

Job Type: W-2, 1099, C2C

Client: To Be Discussed Later

Work Authorization: US-Citizen, H-1B, OPT-EAD, GC-EAD

Job Description

Primary Skills

• Application Support. Java or Groovy, React, Dynatrace, Grafana, ServiceNow.
• Strong proficiency in Java and Groovy.
• Frontend development experience with Vue or React.
• UC4 Automic job scheduling orchestration.
• Dynatrace Humio log analysis and Grafana dashboards.
• ServiceNow ticketing tracking, reporting and SLA management.
• Experience troubleshooting across application integration and database layers
• Monitoring telemetry and proactive ing implementation.

Key Responsibilities

• Establish and manage ServiceNow first intake triage, categorisation, routing and escalation processes.
• Own end-to-end incident and problem management across L1 L2 and L3 support models.
• Lead troubleshooting using log 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 to review analysis quality and ensure adherence to support processes.
• Support UW Automation applications including Submission Intake, Renewal Solicitation, CAR Document Extraction, Summarisation Automation Dashboard, IPA Reporting, and related integrations.
• Demonstrate experience managing enterprise application support environments and stakeholder communications.

We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, national origin, citizenship/ immigration status, veteran status, or any other status protected under federal, state, or local law.