L3 Application Support / Application Health Manager - Hybrid

L3 Application Support / Application Health Manager - Hybrid

Associate III - Production Support

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

We are looking for an experienced L3 Application Support / Application Health Manager to join our technology team and take ownership of the technical health, support, and continuous improvement of business-critical applications.

The opportunity:

* Application Support & Incident Management

* Act as the L3 technical escalation point for complex application incidents that cannot be resolved by L1 or L2 support.

* Investigate complex incidents and identify root causes using technical knowledge, application information, and available support resources.

* Participate in critical incidents from the beginning during business hours and help coordinate the fastest possible service restoration.

* Work closely with support teams, application owners, technical teams, and business stakeholders to resolve production issues.

* Provide technical guidance during major incidents and ensure appropriate escalation when additional expertise is required.

* Review incident trends and recurring failures to identify opportunities for improvement.

* Ensure proper incident documentation, including technical analysis, actions taken, and resolution details.

* Problem Management

* Manage application problems involving multiple technical and business stakeholders.

* Coordinate the creation and assignment of tasks required to resolve identified problems.

* Follow up on action items and remove blockers proactively.

* Ensure problems are properly documented and resolved within the expected timelines.

* Drive root-cause analysis and recommend corrective and preventive actions.

* Application Health & Continuous Improvement

* Monitor and communicate the overall health of assigned applications.

* Analyze incident trends, recurring failures, performance issues, and operational data.

* Identify opportunities to improve application reliability, performance, support processes, and operational efficiency.

* Recommend improvements to application processes, architecture, and technical solutions.

* Support proactive monitoring initiatives to identify potential problems before they impact users.

* Promote continuous improvement and best practices across application support operations. Release & Project Support * Maintain visibility of upcoming production releases and application initiatives.

* Coordinate and follow up on knowledge transfers, releases, pilots, hypercare activities, and production stabilization.

* Ensure appropriate support documentation is available before new applications or changes are introduced into production.

* Ensure support teams have the necessary knowledge, access, escalation paths, and documentation to support applications effectively.

* Participate in project and release planning from an operational support perspective.

* Technical & Functional Knowledge

* Develop a strong understanding of the application's technical stack, architecture, components, and integrations.

* Maintain detailed knowledge of application workflows and business processes.

* Act as a technical point of contact for application support teams and product stakeholders.

* Identify opportunities for improvements in application processes, coding practices, architecture, and operational procedures.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

* 4+ years of experience in

* Application Support, Production Support, Application Management, or a similar technical role

* Experience working with L2/L3 application support environments

* Strong experience troubleshooting complex application issues.

* Experience with

* incident and problem management

* Experience performing or coordinating

* root-cause analysis

* Understanding of application architecture, integrations, and technical dependencies.

* Experience working with multiple technical teams and stakeholders.

* Strong ability to analyze incidents, trends, and recurring failures.

* Experience supporting production environments and critical business applications.

* Strong technical documentation and communication skills.

* Ability to work independently and take ownership of complex issues.

* Preferred Qualifications

* Experience in enterprise-scale application environments.

* Experience working with IT Service Management processes.

* Experience with monitoring and Application Performance Management (APM) tools.

* Experience working with ServiceNow or similar ITSM platforms.

* Experience coordinating technical teams and external vendors.

* Knowledge of software development and application architecture.

* Experience supporting high-volume or business-critical applications.

* Experience with production releases, hypercare, and application stabilization.

* Familiarity with Agile methodologies.

Benefits

Employees receive eleven (11) paid holidays, two (2) weeks of paid vacation per year, and are eligible for health, dental, disability and life insurance.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

An Equal Opportunity Workplace, Free of Discrimination and Harassment

At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.

Un lugar de trabajo con igualdad de oportunidades y libre de discriminacion y acoso

En UST, nos esforzamos por proporcionar un ambiente de trabajo libre de discriminacion y acoso. Somos un empleador que ofrece igualdad de oportunidades y basa las decisiones de empleo en los meritos y las necesidades del negocio. Estamos comprometidos a seguir practicas de empleo justas que brinden igualdad de oportunidades a todos los empleados. No discriminamos ni permitimos el acoso por motivos de raza, color, religion, discapacidad, genero, origen nacional, orientacion sexual, identidad de genero, expresion de genero, edad, informacion genetica, estado militar o cualquier otro estado legalmente protegido. En UST, valoramos la diversidad y creemos que un lugar de trabajo diverso construye una ventaja competitiva.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST
#LI-YH1

Agile, Incident Management, Incident Response, Issue Analysis, Process Documentation, ServiceNow