At Bond we design creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some amazing directions, and as the Lead, Application Support, you’ll have your hands on the wheel as we drive the future of loyalty.

Take a moment to ask yourself this: Do you love solving complex problems? Are you looking for an opportunity to utilize your investigative and problem-solving skills in a fast-paced environment? Are you a team lead who loves to be hands-on and stay current with new technology? Yes? Good. This could be a great opportunity for you. And us!

W hat you’ll do:

• Provide technical leadership
• Assign workloads and reschedule non-urgent tasks to provide guidance to incident team members and facilitate operational tasks for internal/external stakeholders.
• Supervise the incident management process and the team members involved in resolving incidents.
• Establish a connection between incident management and problem management.
• Assist in the automation of cloud application monitoring processes and identifying any gaps.
• Prioritize incidents based on their urgency and impact on the business and generate documentation outlining incident protocols, such as handling cybersecurity threats or resolving server failures.
• Collaborate with the incident management team to ensure adherence to protocols.
• Record all incidents and their resolutions to identify recurring malfunctions.
• Modify the incident management process as necessary for improved effectiveness.
• Perform root cause analysis and document all existing and potential problems and outages associated with corrective actions.
• Ensure that all problems/incidents are logged into the Ticket Management System and managed.
• Participate in planning meetings to execute proactive system upgrades and new technology implementations.
• Report significant IT system issues to upper management and the client.
• Monitor and track applications effectively to ensure smooth business processes.
• Investigate and troubleshoot technical issues, recommend application improvements, and escalate to Level 3 support when necessary.
• Work together with Digital Engineering, Infrastructure, Client Solutions, and other teams to achieve collaboration.
• Adhere to internal technical standards and policies for enhanced quality and security.
• Participate in on-call duties as per a rotational schedule.
• Identify opportunities to automate routine processes.

What you have:

Certifications:

• ITIL Foundations (Certification)
• Azure Certified (Asset)

Technical Skills:

• Experience supporting ETL processes to manage and transform data via flat batch files, XML files, and SSIS packages.

• Ability to develop Azure Log Analytics queries, debug problems through Application Insights, and troubleshoot system failures.

• Ability to identify application problems resulting from infrastructure issues in a Windows Server environment, including problems relating to Front Door, Load Balancing, certificates, and connectivity.

• Demonstrated experience and background in Azure migration, development, and deployment; Azure Certification, with minimum of AZ900 and AZ104.

• Proven experience with at least 5-7 years diagnosing, isolating, and debugging in Microsoft Azure including working knowledge of KQL (Kusto Query Language)

What you bring to the team:

• Post-secondary education in Computer Science/Engineering or equivalent, with a proven track record of experience in computer science, engineering & software development.
• A background in software development processes and lifecycle management is preferred.
• Ideally 2-3 years of demonstrated experience leading a group of cloud support engineers and specialists.
• Ability to change gears and jump on the next priority item, with proven success managing multiple activities of varying complexity while under tight time constraints.
• Robust capability in creating, documenting, and sustaining existing and novel processes, while also becoming the primary point of contact for incident management.