CRG
Charlotte, NC or Remote EST
$65-$70/hour
6 Month Contract to Hire
Are you ready to take on high-impact technical challenges and be the go-to expert for critical applications? We’re looking for an experienced Lead Support Engineer to strengthen our Run Support team and help us scale for the future.
Responsibilities
Own resolution of high-severity and complex incidents escalated from L2. Ensure adherence to SLAs for incident resolution and problem closure. Act as Subject Matter Expert (SME) for Tier 1 applications. Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO. Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items. Partner with Development teams to validate bug fixes and story completions in lower environments. Track recurring incidents and translate them into actionable backlog items in ADO. Provide visibility into backlog health, ensuring business-critical items are prioritized. Identify and implement automation opportunities for monitoring, triage, and resolution. Support ongoing improvement of runbooks, SOPs, and knowledge base. Participate in release readiness activities, deployments, and post-release validations. Validate bug fixes and story releases in lower environments before production rollout. Support release pipelines by ensuring successful delivery of backlog items through ADO. Mentor junior support engineers to improve technical depth and incident handling. Share best practices for incident-to-bug/story conversion in ADO. Advocate for customer and business impact during sprint planning and prioritization. Qualifications
5+ years of experience in application support, production support, or software operations. Expert problem solver with ability to navigate complex technical environments. Strong technical troubleshooting and RCA expertise. Proficiency in Azure DevOps (ADO) for backlog and release management. Ability to translate incidents into actionable bugs/stories with clear business value. Knowledge of ITIL practices (Incident, Problem, Change). Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps). Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot). Experience leading root cause analysis and managing complex production incidents. Preferred
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager. Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning. Experience in enterprise-scale environments with complex application landscapes.
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Own resolution of high-severity and complex incidents escalated from L2. Ensure adherence to SLAs for incident resolution and problem closure. Act as Subject Matter Expert (SME) for Tier 1 applications. Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO. Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items. Partner with Development teams to validate bug fixes and story completions in lower environments. Track recurring incidents and translate them into actionable backlog items in ADO. Provide visibility into backlog health, ensuring business-critical items are prioritized. Identify and implement automation opportunities for monitoring, triage, and resolution. Support ongoing improvement of runbooks, SOPs, and knowledge base. Participate in release readiness activities, deployments, and post-release validations. Validate bug fixes and story releases in lower environments before production rollout. Support release pipelines by ensuring successful delivery of backlog items through ADO. Mentor junior support engineers to improve technical depth and incident handling. Share best practices for incident-to-bug/story conversion in ADO. Advocate for customer and business impact during sprint planning and prioritization. Qualifications
5+ years of experience in application support, production support, or software operations. Expert problem solver with ability to navigate complex technical environments. Strong technical troubleshooting and RCA expertise. Proficiency in Azure DevOps (ADO) for backlog and release management. Ability to translate incidents into actionable bugs/stories with clear business value. Knowledge of ITIL practices (Incident, Problem, Change). Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps). Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot). Experience leading root cause analysis and managing complex production incidents. Preferred
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager. Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning. Experience in enterprise-scale environments with complex application landscapes.
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