Lead Application & Production Support

Job Description Summary:
Responsible for managing and maintaining accurate employee hierarchy data within CinglePoint to support critical downstream business processes, including compensation, performance targets, surveys, reporting, and operational decision-making. This role oversees high-volume hierarchy change requests, validates data quality through large-scale audits, resolves defects, and ensures timely ticket completion while meeting service-level commitments. The position partners closely with call center SPOCs, business stakeholders, and cross-functional teams to provide guidance, training, governance support, and proactive issue resolution that improves data integrity, reduces rework, and supports business continuity across the enterprise.
Overall Purpose: Ensure seamless application functionality and optimal product performance by providing expert technical assistance, performing application monitoring and response, managing and resolving application problems, implementing changes, and ensuring service assurance and performance metrics.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
-Application Monitoring and Response: Continuously monitor applications for outages, take proactive actions and respond promptly to any alerts or issues, and create outage management tools and automation.
-Application Problem Management/Resolution: Diagnose and resolve application issues, manage issue life cycles, conduct root cause analysis, and ensure business flow continuity and service assurance.
-Service Assurance Management: Maintain service levels, oversee SLAs, ensure optimal application performance, and provide input on long-range planning and performance metrics. Works with end user clients, application delivery teams and 3rd party vendors as needed including oversight of SLAs (Service Level Agreements).
-Application Change Management and Implementation: Manage and implement new applications or changes, including updates and patches, and oversee deployment in pre-production, test, or production environments.
-Tuning and Configuration: Optimize application and infrastructure settings, support and configure performance tools, and analyze transaction flows for performance improvement

Required experience:
-Expert Windows skills, expert level using Windows apps and Databases.
-Attention to detail

-Expert using Co-Pilot and other AI/ML technologies
Job Contribution: An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influencing executive decisions. Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership. Supervisor: No
TCP Career Step Differentiator: Solves complex Tier 2 issues. Knowledgeable about multiple applications and business processes. Assists development team in analyzing root cause and implementing future improvements. Create requirements for automation across all steps in the production support process.
Education/Experience: Bachelor’s degree (BS/BA) desired in Computer Science. 5+ years of related experience. Certification is required in some areas.
 

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.