Team Lead, Application Support

Function: Lead a team of support resources focused on analyzing and resolving issues with usage of software in business processes as reported by customers.  Responsibilities include providing help desk support for business application questions and system related issues, provide work-around to application issues in specific business functions, interacting with the business to understand their system needs, coordinating with various levels of the support teams, maintain and monitor various metrics and service level agreements (SLA).  Role will require working with both onshore and offshore outsourced resources.  Occasional travel may be required.Specific Responsibilities1.  Actively provide production support for TRG applications utilizing all associated IT/business systems. Manage multiple queue of defect ‘ticketing’ process.2.  Analyze business requests to understand the true need in order to provide recommendations for resolution.3.  Thoroughly understanding of TRG’s business and application software. Use this knowledge to deliver business user trainings, ‘white glove’ service, work-around tips; help nationwide TRG business unit complete specific tasks being on-site, such as ‘month-end’ processing.4.  Responsible for leading a geographically dispersed support team with different skills to handle diverse nature of defects and issues being reported by business users also in geographically dispersed locations.5.  Responsible for superior customer experience. Must be able to bridge the communication gap between IT and business users/other stakeholders on application issues and other support activities.6.  Understand, monitor, and enforce Service Level Agreements (SLA) of TRG’s applications for the 2nd level support team.7.  Develop and maintain various metrics of the ticket volume, resolutions, elapsed time, etc.8.  Perform root cause analysis and review associated documentation in an effort to provide direction in problem resolution.  Work with other peers and IT groups as necessary.9.  Provide on-call after-hours support for TRG’s applications.Reports into Manager of Application Support.

Required Qualifications:
1.  Bachelor’s Degree in Computer Science or a related discipline preferred. Minimum 3-5 years experience in hands-on systems support activities. 
2.  Broad knowledge of and experience with mission-critical, enterprise-level business applications with emphasis on full life cycle application development.  
3.  Good working knowledge of relational databases, web technology, and Microsoft platform.  Experience supporting web-based client-server or n-tier application is a must.
4.  In-depth knowledge and track-record of supporting multiple enterprise-level mission-critical applications is required. Knowledge of appropriate production support methodology and tools.
5.  Requires excellent communication, organization, leadership, decision-making, interpersonal, and analytical skills; should be able to work effectively with all levels of management and with business clients. System demonstration, training, and negotiation skills are preferred.
6.  Strong problem solving, analytical and planning skills are required.
Preferred:
1.  Two or more years experience leading IT resources.
2.  Real Estate or financial service background.Hands-on experience with title/escrow or mortgage systems.