Application Support Level 3_ 26-00940

LeadStack Inc.; Cincinnati (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

LeadStack Inc. is seeking an LV3 Application Support, Site Reliability, and Operations Engineer for Kroger's Next Generation Point of Sale platform in Blue Ash, OH.

You will partner with developers across the SDLC, lead major incident response, and drive reliability improvements. The role requires production troubleshooting across cloud, on-premises, and store/POS systems, plus on-call rotation and 24x7 support during peak periods.

Qualifications

• Experience driving major incident response end-to-end with verifiable examples.
• Structured RCA methodology with actionable corrective actions.
• Comfort reading logs across cloud, on-prem and store/POS stacks.
• Willingness to travel and provide onsite support in Blue Ash, OH.

Responsibilities

• Partner with cross-functional teams to expedite issue resolution and meet SLAs.
• Support and maintain infrastructure and applications, including 24x7 on-call rotations.
• Test infrastructure and application changes and document outcomes.
• Develop specifications for enhancements and participate in SDLC design.
• Lead incident and problem management, including post-incident reviews.
• Drive reliability improvements and champion engineering standards.
• Communicate effectively with business users and technical teams.

Skills

Major Incident Management

RCA / Problem Management

Production Troubleshooting

On-call Incident Response

Stakeholder Communication

Cross-functional Collaboration

Education

Bachelor's degree in Computer Science / Information Systems

Tools

Dynatrace

ServiceNow

Jira

Confluence

Splunk

Grafana

SQL/NoSQL

Job description

LeadStack Inc. is an award winning, one of the nation's fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Workwe're proud to partner with some of the most admired Fortune 500 brands in the world.

Job Title: Application Support Level 3/ Site Reliability, and Operations Engineer

Location: Blue Ash, OH — 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts.

Duration: 18 months (CTH)

• Major Incident Management experience — has actually run or driven a bridge/war-room for a P1/P2 outage, not just "participated." This is the core of the role; everything else is supporting it. Ask for a specific incident they led end-to-end.
• RCA/Problem Management rigor — can articulate a structured RCA methodology (5-whys, fishbone, timeline reconstruction) and, more importantly, examples where they drove a corrective action to closure (not just wrote a doc that nobody actioned).
• Production troubleshooting under pressure across a mixed stack — comfortable reading logs/dashboards (Dynatrace-type tooling) and reasoning about cloud + on-prem + store/POS systems simultaneously, since a real incident here will span all three.

Job Description

Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting the point-of-sale and retail platform. This role partners with developers throughout the SDLC and focuses on incident response, production troubleshooting, and driving reliability improvements. We value problem-solving instinct, curiosity, and drive more than a checklist of prior experience — candidates early in their career or without every listed skill are encouraged to apply.

Job Description

• Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Kroger's Next Generation Point of Sale (NGPOS) platform
• This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo
• We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience — the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply
• In office, Blue Ash, OH — 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts
• Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives
• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required
• Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus
• Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus — willingness to learn these on the job matters more than prior mastery
• Interest in or willingness to learn payment card security standards (PCI-DSS)
• Excellent oral and written communication skills; able to translate between business users and Kroger Technology teams
• Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
• Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
• Accountable for driving support tickets and emails to resolution
• Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties

Key Responsibilities

• Partner with cross-functional teams to expedite issue resolution and manage to SLAs
• Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
• Test infrastructure and application changes
• Establish priorities and develop functional and programming specifications for application enhancements and modifications
• Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices
• Complete estimates and work plans for design, development, implementation, and rollout tasks
• Monitor systems, consoles, and performance for service interruptions or delays
• Address and resolve infrastructure system failures
• Execute, log, and report break/fix changes, service requests, and support activities
• Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability
• Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
• Champion engineering standards and continuously improve software delivery processes
• Build partnerships across application, business, and infrastructure teams
• Independently execute large projects and lead other analysts in completing projects