Description

Job Description

Primary Skills:

• Application Support. Java or Groovy, React, Dynatrace, Grafana, ServiceNow.
• Strong proficiency in Java and Groovy.
• Frontend development experience with Vue or React.
• UC4 Automic job scheduling orchestration.
• Dynatrace Humio log analysis and Grafana dashboards.
• ServiceNow ticketing tracking, reporting and SLA management.
• Experience troubleshooting across application integration and database layers
• Monitoring telemetry and proactive ing implementation.

Key Responsibilities:

• Establish and manage ServiceNow first intake triage, categorisation, routing and escalation processes.
• Own end-to-end incident and problem management across L1 L2 and L3 support models.
• Lead troubleshooting using log monitoring tools and database analysis to identify root causes.
• Define and track SLA metrics including Response Time, Resolution Time, MTTA and MTTR.
• Build and maintain operational runbooks, knowledge articles, and support procedures.
• Publish weekly operational reports and monthly leadership scorecards.
• Drive continuous improvement through RCA, incident trend analysis, and proactive monitoring.
• Direct offshore teams to review analysis quality and ensure adherence to support processes.
• Support UW Automation applications including Submission Intake, Renewal Solicitation, CAR Document Extraction, Summarisation Automation Dashboard, IPA Reporting, and related integrations.
• Demonstrate experience managing enterprise application support environments and stakeholder communications

Key Skills

Education

Any Graduate