Application Support Lead

Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.

Job Scope and Accountabilities:

• Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
• Act as escalation point for application support issues
• Lead, train, and mentor a team of application support analysts to ensure excellent customer service and technical support
• Provide technical expertise and guidance to the team, ensuring they have the knowledge and skills to resolve complex technical issues
• Handle escalated technical issues that cannot be resolved by the application support team, working closely with other technical teams as needed
• Oversee the management of application support tickets, ensuring timely and effective resolution of incidents, problems and requests
• Participate in post incident & post-implementation reviews, identifying lessons learned and areas for improvement
• Collaborate with cross-functional teams, including development, infrastructure, and quality assurance, to ensure seamless application support
• Collaborate with stakeholders to develop and improve technical documentation, including SOPs (Standard Operating Procedures), test plans, configuration and troubleshooting guides
• Ensure knowledge transition from development and project teams prior to product releases. Update existing documentation as needed
• Identify, prioritize, and lead application support initiatives, projects, and process improvements
• Analyze application performance metrics, identifying areas for optimization and improvement
• Continuously evaluate and improve processes, procedures, and documentation to enhance efficiency, productivity, and customer satisfaction
• Develop and implement training programs to enhance the technical skills and knowledge of the support team
• Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
• Work in a round-the-clock shift model providing 24/7 support. Participate in on-call rotations on holidays and weekends
• Support auditing requirements
• Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
• Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Essential Skills and Abilities:

• 5-7 years of experience in development or application support, with at least 2 years of leadership experience
• Excellent problem-solving, analytical, and troubleshooting skills
• Critical thinking and ability to reverse engineer when documentation and knowledge about the impacted component is unavailable or limited
• Strong prioritization skills based on business needs, processes and communication
• Strong scripting skills (e.g., PowerShell, Bash, Perl)
• Experience with cloud-based technologies (e.g., AWS, Azure, Google Cloud)
• Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle)
• Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Strong technical skills in one or more programming languages (e.g., Java, .NET, Python)
• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have:

• ITIL certification or knowledge of IT service management best practices
• Experience with agile development methodologies (e.g., Scrum, Kanban)
• Experience with DevOps tools and practices

Do you share our DNA?

We ask how tomorrow can be better than today

We are passionate about solving our customer's challenges

Our ideas break boundaries

We value different perspectives and encourage dialogue

We take ownership and celebrate together