Essentials

Compensation

Full Description

Summary: The Lead IT Application Support Analyst is the top-level technical owner for mission-critical enterprise applications built on Java and hosted in AWS environments. This role provides strategic direction for the application support function, oversees operational stability, and drives continuous improvement across systems, processes, and teams. The Lead Analyst serves as the highest escalation point for technical issues, sets standards for monitoring and incident response, and works closely with engineering, DevOps, cloud infrastructure, and business leadership to ensure optimal performance, scalability, and reliability of enterprise applications. Essential Job Duties and Responsibilities: Enterprise-Level Application Support & Technical Leadership Own end-to-end support strategy for Xpanse applications (XPRE, IDP, Order Management, IMS) and related systems. Serve as the final escalation point for critical and highly complex incidents originating from Tier 1–3 teams. Perform advanced analysis of logs, performance metrics, SUMO, Datadog, and AWS CloudWatch to identify systemic issues and long-term risks. Oversee and authorize major releases, hotfixes, maintenance windows, and environment configuration changes. Partner with development leads to address deep-rooted defects, scalability constraints, or architectural concerns. Direct and execute complex data reprocessing, database-level recoveries, and high-impact remediation activities. Monitoring, Optimization & Operational Excellence Architect and maintain enterprise monitoring frameworks using AWS native and third-party tools. Lead application performance tuning initiatives, guiding strategy for capacity planning, autoscaling, and cloud resource optimization. Oversee the reliability of scheduled batch processes, core APIs, and automation workflows across multiple integrated systems. Define standards for environment health checks, release readiness, and proactive issue detection. Incident, Problem & Change Management Leadership Own and mature ITIL-based processes for incident response, problem management, and change governance. Facilitate executive-level RCA reviews, ensuring meaningful corrective actions and long-term remediation plans. Develop and enforce standards for knowledge base documentation, runbooks, and escalation protocols. Drive continuous improvement efforts to ensure adherence to SLAs, KPIs, and operational quality benchmarks. Cross-Functional Collaboration & Continuous Improvement Act as the strategic liaison between support, engineering, DevOps, InfoSec, infrastructure, and business stakeholders. Lead technical planning for upgrades, migrations, DR exercises, and application lifecycle management. Produce high-quality reporting and analytics to identify trends, improve system reliability, and inform leadership decisions. Champion automation initiatives to reduce manual work, improve response times, and increase system resilience. Mentor, coach, and provide technical leadership to Senior and Junior Support Analysts. Contribute to long-term planning for application support scaling, tooling, and organizational maturity. Other Job Duties and Responsibilities: Performs other related duties as assigned. Comply with all company policies and procedures. Maintain regular and punctual attendance. Supervisory Responsibilities: This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). 6+ years of application support experience in enterprise or cloud environments, with a least 3+ years in a senior level support role with demonstrated leadership in incident and problem management. Technical Skills Expert proficiency in Java/J2EE application ecosystems, debugging, and performance troubleshooting. Extensive hands-on experience with AWS services including EC2, S3, RDS, ECS, Lambda, CloudWatch, IAM, and networking fundamentals. Advanced knowledge of SQL (MySQL, PostgreSQL, Oracle) and NoSQL databases (MongoDB or equivalent). Strong experience with CI/CD pipelines and tools such as Jenkins, GitLab CI, AWS CodePipeline. Advanced scripting expertise (Python, Bash, or PowerShell) for automation, monitoring, and environment orchestration. Proven ability to evaluate system architectures and recommend performance or resiliency improvements. Preferred Qualifications ITIL Foundation or higher-level certification. AWS certifications (Solutions Architect, SysOps Administrator, Developer). Experience designing monitoring dashboards, alerting frameworks, and automated recovery workflows. Prior experience leading cloud migrations or large-scale application modernization efforts. Certificates, Licenses, Registrations: AWS or ITIL certifications preferred Work Complexity: Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem, as well as experience in the financial/mortgage (or job-specific) industry. Problems typically impact multiple departments or specialties. Problems are typically solved through drawing from prior experience and analysis of issues. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Essentials delivers cost-effective IT solutions so customers can focus on growing their business. Join this group of top-tier IT professionals dedicated to providing more for less—stabilized infrastructure, rock-solid networks, strengthened cybersecurity, modernized business operations, and crisis management and continuity.