Job Description - Application Support Lead in Carlsbad
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Application Support Lead

Ref: US_EN_6_914740_1461343

Posted on 14 September 2022


The Application Support Lead role is a pivotal role that supports the client’s customized system to ensure that grading system operators and customers have a seamless experience. This candidate will work closely with other engineers and engage remote site support personnel, and internal and external clients to resolve application issues. This role is an opportunity to be part of a dynamic high performing team and also to be in the forefront of cutting-edge diamond grading technology.


  • Responsible for application monitoring using the client’s standard tools.
  • Develops relationships with lab stakeholders to assess technology support and security needs.
  • Proactively assign, manage, and prioritize relevant support tickets on the ticketing queue using ServiceNow.
  • Create Root Cause Analysis reports for system issues and disruptions.
  • Ensure system availability and liaison with other teams when required to ensure system is brought up with minimal downtime.
  • Understand business process as well as application architecture to provide better support.
  • Participate in various planned outage activities to ensure graceful shutdown and startup of applications.
  • Participate in verifying application post server patching exercises.
  • Help test application before any major windows / browser refresh activities.
  • Integral participant in our Annual Disaster Recovery testing and BCP planning.
  • Liaise with multiple internal teams within the client and occasionally external clients by building strong working relationships.
  • Collaborate with other applications development managers and stakeholders to develop, execute, and continuously improve delivery practices.
  • Other duties as assigned.
  • TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

  • Ability to take ownership and become subject matter expert in various parts of the system.
  • Extensive experience supporting Java based Client/Server application architecture.
  • Extensive experience supporting relational database applications; Oracle a plus.
  • Ability to read and analyze application logs to escalate to the relevant testing and development teams.
  • Strong problem-solving skills to provide root cause analysis of problems and workarounds.
  • Ability to work a flexible schedule including weekends and evenings.
  • Strong multi-tasking and time management skills.
  • Excellent planning and analytical skills.
  • Extensive experience of managing client queries and problems.
  • Strong communications skills with a demonstrable ability to interact and influence at all levels within the organization.
  • Good working knowledge of the Microsoft Windows Server.
  • Good working knowledge of Network elements related to the web such as web proxies, https, etc.
  • Excellent documentation skills.
  • Flexible and adaptable to changing priorities.
  • Hands-on approach with ability to deliver to commitments.
  • Strong customer service focus with a desire to deliver a high-quality service.
  • A desire to learn and improve skills and knowledge
  • Ability to maintain and foster sensitivity and respect for a culturally diverse work environment.
  • Ability to display supportive behavior and communicate positively regarding department goals and objectives.
  • Ability to deal effectively with a variety of personalities to establish and maintain effective working relationships. 
  • Strong grammar, written and verbal communication skills.
  • Willingness and ability to travel domestically and/or internationally, if needed.

  • Bachelor’s degree in Information Technology, computing or engineering or equivalent experience.
  • 5+ years of related experience or equivalent combination of education and experience.
  • Experience of working in a high-pressure environment preferably Front office application support and being able to deliver to tight deadlines.
  • Experience of managing, owning, and delivering high quality projects to objectives and within time scales.
  • Good working knowledge of application integration, testing and working with APIs.
  • Experience of any OOPs language (C++/Java) and scripting like Perl/Python/Powershell.
  • Experience of working on a n-tier architecture and complex systems.
  • Strong experience working with relational databases. Querying, scripting experience with Oracle Database preferred.

  • Work is performed in a designated professional office workstation and environment.
  • Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
  • Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records

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