Lead Support Engineer Level 3 (Azure DevOps, Splunk, ITIL)

Overview

Hybrid
$45 - $50
Contract - W2
Contract - 6 Month(s)

Skills

Azure DevOps
Splunk
Dynatrace
Zabbix
AlertBot
Root Cause Analysis
Incident Management
Problem Management

Job Details

About the Role

Are you ready to take on high-impact technical challenges and become the go-to expert for mission-critical applications? We are seeking a seasoned Lead Support Engineer to strengthen our Run Support team and drive operational excellence as we scale for the future.

Responsibilities

  • Lead resolution of high-severity, complex incidents escalated from L2 support.

  • Ensure SLA adherence for incident resolution and problem closure.

  • Act as a Subject Matter Expert (SME) for Tier 1 applications.

  • Collaborate with Product Owners to manage bugs & user stories in Azure DevOps (ADO).

  • Define clear acceptance criteria and ensure linkage between incidents, bugs, and backlog items.

  • Partner with Development teams to validate bug fixes and story completions.

  • Analyze recurring incidents and create actionable backlog items.

  • Track backlog health and ensure business-critical priorities are addressed.

  • Identify & implement automation opportunities for monitoring, triage, and resolution.

  • Enhance runbooks, SOPs, and knowledge bases for continuous improvement.

  • Support release readiness, deployments, and post-release validation.

  • Mentor junior support engineers, sharing best practices in incident-to-bug conversion.

  • Advocate for customer/business impact in sprint planning & prioritization.

Qualifications

6+ years in application support, production support, or software operations.
Strong troubleshooting, RCA expertise, and complex incident management.
Proficiency in Azure DevOps (ADO) for backlog & release management.
Knowledge of ITIL (Incident, Problem, Change Management).
Hands-on experience with Helix, Jira, or similar tools.
Expertise with monitoring platforms: Splunk, Dynatrace, Zabbix, AlertBot.
Experience leading RCA and driving resolution of critical production incidents.

Preferred Skills

  • Bachelor s degree in Computer Science, IT, or related field (or equivalent experience).

  • Certifications: ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager.

  • Familiarity with Agile/DevOps practices (backlog grooming, sprint planning).

  • Prior experience in large-scale enterprise environments with complex application landscapes.

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About Pioneer IT Systems LLC