Application Support Lead

Quantum Technologies LLC; Cincinnati (OH); On-site; USD 91,000 - 124,000; Full time

Job summary

Quantum Technologies. LLC seeks an Application Support Lead to oversee enterprise application support operations in Cincinnati, OH.

You will manage incident lifecycle, drive continuous improvement, and coordinate offshore teams while ensuring SLA adherence and stakeholder communication. The role requires strong Java/Groovy backend skills, frontend experience with React/Vue, and proficiency with ServiceNow, Dynatrace, Grafana, and UC4 Automic.

Qualifications

• Experience in enterprise application support.
• Strong Java and Groovy backend expertise.
• Frontend experience with Vue or React.
• Proficient in monitoring and log analysis.
• Experience with incident and SLA management.

Responsibilities

• Establish ServiceNow intake triage and escalation processes.
• Own end-to-end incident and problem management across L1-L3.
• Lead troubleshooting using logs 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.

Skills

Java

Groovy

React

Vue

Dynatrace

Grafana

ServiceNow

UC4 Automic

Tools

UC4 Automic

Dynatrace Humio

Grafana

ServiceNow

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.