Overview
Remote
$50 - $55
Full Time
Skills
ticketing systems (Helix)
backlog management tools ( e.g.
Jira
Azure DevOps)
Splunk
Dynatrace
Zabbix
AlertBot
RCA expertise
ADO
Job Details
Need on our W2
Need 10+ Years of experience
Are you ready to take on high-impact technical challenges & be the go-to expert for critical applications? We re looking for an experienced Lead Support Engineer to strengthen our Run Support team & help us scale for the future.
RESPONSIBILITIES
Own resolution of high - severity & complex incidents escalated from L2.
Ensure adherence to SLAs for incident resolution & problem closure.
Act as Subject Matter Expert ( SME ) for Tier 1 applications.
Collaborate with Product Owners to document, prioritize, & manage bugs & user stories in ADO.
Ensure clear acceptance criteria & proper linkage between incidents, bugs, & backlog items.
Partner with Development teams to validate bug fixes & story completions in lower environments.
Track recurring incidents & translate them into actionable backlog items in ADO.
Provide visibility into backlog health, ensuring business - critical items are prioritized.
Identify & implement automation opportunities for monitoring, triage, & resolution.
Support ongoing improvement of runbooks, SOPs, & knowledge base.
Participate in release readiness activities, deployments, & post-release validations.
Validate bug fixes & story releases in lower environments before production rollout.
Support release pipelines by ensuring successful delivery of backlog items through ADO.
Mentor junior support engineers to improve technical depth & incident handling.
Share best practices for incident - to - bug / story conversion in ADO.
Advocate for customer & business impact during sprint planning & prioritization.
QUALIFICATIONS
6+ years of experience in application support, production support, or software operations. Expert problem solver with ability to navigate complex technical environments. Strong technical troubleshooting & RCA expertise. Proficiency in Azure DevOps ( ADO ) for backlog & release management.
Ability to translate incidents into actionable bugs / stories with clear business value.
Knowledge of ITIL practices (Incident, Problem, Change).
Strong hands - on experience with ticketing systems (Helix) & backlog management tools ( e.g., Jira, Azure DevOps). Expertise in monitoring platforms ( Splunk, Dynatrace, Zabbix, AlertBot ). Experience leading root cause analysis & managing complex production incidents.
Are you ready to take on high-impact technical challenges & be the go-to expert for critical applications? We re looking for an experienced Lead Support Engineer to strengthen our Run Support team & help us scale for the future.
RESPONSIBILITIES
Own resolution of high - severity & complex incidents escalated from L2.
Ensure adherence to SLAs for incident resolution & problem closure.
Act as Subject Matter Expert ( SME ) for Tier 1 applications.
Collaborate with Product Owners to document, prioritize, & manage bugs & user stories in ADO.
Ensure clear acceptance criteria & proper linkage between incidents, bugs, & backlog items.
Partner with Development teams to validate bug fixes & story completions in lower environments.
Track recurring incidents & translate them into actionable backlog items in ADO.
Provide visibility into backlog health, ensuring business - critical items are prioritized.
Identify & implement automation opportunities for monitoring, triage, & resolution.
Support ongoing improvement of runbooks, SOPs, & knowledge base.
Participate in release readiness activities, deployments, & post-release validations.
Validate bug fixes & story releases in lower environments before production rollout.
Support release pipelines by ensuring successful delivery of backlog items through ADO.
Mentor junior support engineers to improve technical depth & incident handling.
Share best practices for incident - to - bug / story conversion in ADO.
Advocate for customer & business impact during sprint planning & prioritization.
QUALIFICATIONS
6+ years of experience in application support, production support, or software operations. Expert problem solver with ability to navigate complex technical environments. Strong technical troubleshooting & RCA expertise. Proficiency in Azure DevOps ( ADO ) for backlog & release management.
Ability to translate incidents into actionable bugs / stories with clear business value.
Knowledge of ITIL practices (Incident, Problem, Change).
Strong hands - on experience with ticketing systems (Helix) & backlog management tools ( e.g., Jira, Azure DevOps). Expertise in monitoring platforms ( Splunk, Dynatrace, Zabbix, AlertBot ). Experience leading root cause analysis & managing complex production incidents.
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