Application Support Lead: Incident & Platform Health

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

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.