Application Support Lead

Company Overview

10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just the facts. What makes us unique is that we have true heart and soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place. In a nutshell, we believe in doing well, while doing good and know how to balance the two.

Role

We are looking for a Application Support Lead (L1/L2 Lead). The ideal candidate should have a bachelor's degree in computer science (or equivalent) with 5+ years of experience handling Level 1 and Level 2 application support for critical customer-facing systems, ensuring operational stability and effective incident and service request management.

Responsibilities

• Monitor tickets to manage any potential breaches in SLA, working with the Application Support team to provide resolutions for the customer

• Complete small-scale changes/fixes including non-critical development and testing effort which lasts 5 days, subject to the availability of the team

• Provide excellent customer service and technical expertise through the resolution of complex production issues

• Implement production changes made by the Application Support team

• Environment management, Configuration changes and Data Fixes

• Write automation scripts - Monitor the application for outages or incidents

• Ensure SLA compliance for incident response and incident resolution

• Work towards continuous service improvement and maintain knowledge bases

• Provide ticket status updates and coordination with various stakeholders for issue resolution

• Acquire and maintain knowledge of existing systems and new systems in order to deliver accurate and correct resolution to incidents, service requests and change requests

• Ensure consistent delivery of all Enterprise Premium Support agreements

• Advocate and evangelize company support services with the purpose of increasing revenue and maintaining customer satisfaction

Requirements

• Bachelor's degree in computer science or equivalent

• 5+ years of experience handling Level 1 and Level 2 Application Support

• Proven experience supporting CX platforms, including Portals, Mobile Applications, APIs, Integration Services, Chatbots, and IVR systems (Genesys experience preferred; Sprinklr is a plus)

• Strong expertise in incident triage, in-depth investigation, root cause analysis, and issue diagnosis

• Hands-on experience querying backend databases such as MSSQL, MySQL, and PostgreSQL for data validation and troubleshooting

• Ability to identify ETL-related data issues and perform data-level troubleshooting

• Experience in performing minor configuration corrections and recreating issue scenarios

• Strong understanding of incident escalation processes and coordination with Level 3 teams (internal and external vendors)

• Experience managing service requests and change requests, including technical review of BRDs and validation of implemented changes

• Strong documentation skills with hands-on experience using ITSM tools for incident, service request, and change management

• Experience maintaining knowledge bases and technical runbooks

• Excellent communication and stakeholder coordination skills

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