Support Lead

Job Summary

Position Overview
As an L3 & L4 Application Maintenance Engineer, you will be the first line of defense for production issues and service requests across enterprise COTS, financial, planning, and customer‑experience platforms (Vertex, Hyperion, Planview, Qualtrics, and various SaaS applications). You will triage issues, restore services quickly, execute runbook actions, and maintain accurate incident documentation. You will also support deployments, configuration updates, workflow adjustments, and integration changes, contributing to stability, performance, and compliance with SLAs/SLOs.

Key Responsibilities

Key Responsibilities
Incident & Request Handling

Monitor workflow failures, access issues, integration alerts, and SaaS dashboards; acknowledge within SLA and follow runbook steps for remediation.
Perform first‑touch troubleshooting (log review, configuration checks, integration validations, job execution reviews).
Escalate to L4 or vendor support teams based on clear escalation criteria; maintain incidents, timelines, and post‑incident data.

Source & Content Operations

Execute configuration updates, permission changes, workflow adjustments, and parameter modifications as per change policies.
Support deployments (Hyperion releases, Planview configuration packages, Vertex tax updates, Qualtrics form/content deployments) under guidance.
Manage service requests such as access provisioning, workflow reruns, data corrections, reprocessing tasks, and environment refreshes with audit traceability.

SRE Ways of Working

Follow runbooks, SOPs, SLO/error budget practices, and stability guardrails.
Contribute to KB articles, runbook refinements, and known‑error entries.
Perform daily system checks (scheduled tasks, integration health, storage capacity, monitoring dashboards, backups, logs).

Skill Requirements

Tools & Platforms
Experience supporting enterprise COTS and SaaS platforms including Vertex tax systems, Hyperion financial applications, Planview PPM modules, and Qualtrics experience management tools. Strong understanding of workflows, integrations, permissions, and troubleshooting across planning, tax, analytics, and operational platforms. Hands‑on use of vendor portals, SaaS admin consoles, integration monitoring tools, along with productivity tools (Postman, Notepad++, Git).

Mandatory Requirements
4- 6 years in application support/maintenance across COTS, SaaS, planning, finance, or workflow‑driven systems. Strong skills in issue debugging, log analysis, SQL basics, configuration validation, and workflow/integration troubleshooting. Experience with change management tools, monitoring dashboards, and ITSM systems (ServiceNow/Jira). Ability to manage L2 & L3 incidents, deployments, configuration updates, and documentation.

Good to Have
Knowledge of scripting for automation, exposure to vendor APIs, experience with Hyperion/Planview governance, basic performance tuning, ETL understanding, and ITIL processes.

KPIs
MTTA/MTTR for L3 & L4 scope, SLA adherence, ticket quality & documentation hygiene, % incidents resolved at L3/L4, and runbook compliance."

Other Requirements

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