Support / SRE Lead – Digital Platforms (Web & Mobile)

Overview

Hybrid
Depends on Experience
Contract - W2

Job Details

Job Title: Application Support Lead – Digital Platforms (Web & Mobile)
Location: Irving, TX (Hybrid Monday - Wednesday On-Site)
Duration: Contract with option to hire

Position Summary:

We are seeking an experienced Application Support Lead to manage and enhance the performance, reliability, and end-user support of our digital platforms across web and mobile channels. This role is ideal for a proactive leader with a strong background in application operations, issue resolution, and cross-functional collaboration. You will oversee a team of support analysts and work closely with development, QA, and product teams to ensure a seamless user experience and rapid incident resolution.

Key Responsibilities:

  • Lead day-to-day application support operations for digital platforms (web and mobile).

  • Act as the senior escalation point for major application issues and drive resolution efforts across teams.

  • Monitor application functionality, performance metrics, and user-reported issues to ensure optimal availability and responsiveness.

  • Collaborate with development and QA teams to support application releases and minimize production issues.

  • Implement and refine support workflows including incident, problem, and change management.

  • Drive root cause analysis and implement preventative measures for recurring issues.

  • Maintain up-to-date documentation including support playbooks, user guides, and known error databases.

  • Define and monitor key performance indicators (KPIs) and support-related SLAs.

  • Provide leadership, mentoring, and training to support team members.

  • Analyze support trends and identify opportunities for process improvement and automation.

  • Act as a liaison between business stakeholders and technical teams to ensure support needs are met and communicated clearly.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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