Job description

Dice is the leading career destination for tech experts at every stage of their careers. Our client, BrainHR IT Solutions Inc, is seeking the following. Apply via Dice today! Key Responsibilities • Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution. • Supervise and mentor a team of ~8 Support Analysts (both onshore and offshore). • Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed. • Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance, environment stability, and release management. • Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence. • Maintain strong communication and coordination across business, technical, and vendor teams. • Implement best practices for incident, problem, and change management (ITIL). • Drive continuous improvement across the support function process automation, proactive monitoring, documentation, and knowledge sharing. • Report KPIs, trends, and operational insights to leadership. Qualifications • 8+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity. • Strong understanding of Microsoft Azure architecture, monitoring, and operational tools. • Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments. • Hands-on ability to review logs, write SQL queries, and interpret system performance data. • Prior experience managing offshore support teams and coordinating global operations. • Excellent written and verbal communication skills; ability to interface effectively with vendors, engineers, and business stakeholders. • Knowledge of ServiceNow, Application Insights, and ITIL-based processes. • Bachelor's degree in Computer Science, Information Systems, or related discipline. • Ability to code/troubleshoot code for C#, .Net, SQL, Service Now experience. Preferred Experience • Experience supporting large-scale enterprise application • Familiarity with regulated or audit-focused environments where uptime and data integrity are mission-critical.

Requirements