Lead - Applications Support

Job Description About Optimum Info: At Optimum Info, you are part of a company that is continually innovating and developing software solutions for the Automotive, Power Sports, and Equipment industries. Your role is to empower Network Development and Field Operations professionals with integrated solutions that enhance their effectiveness and impact within the organization. The company's cultural focus on outstanding customer service and employee empowerment drives its growth and success, providing you with incredible opportunities for learning and growth. Role Overview: As the Lead Applications Support at Optimum Info, you will utilize your deep understanding of various applications and data sets to resolve business problems and assist in application configurations. Your primary focus is on understanding requestor needs, guiding team members effectively, and collaborating with other teams to increase the contributions of the support team. Key Responsibilities: - Understand the domain and applications supported by the team, associating reported issues with application features and technical implementation. - Ensure timely issue resolution with a strong focus on priorities and impact. - Provide functional and technical guidance to team members, review resolutions and proposed scripts. - Communicate status and resolution to support requestors. - Identify scenarios and tickets for resolution, enhance team abilities through upskilling and building automation. - Collaborate with technical and business teams for higher-level support and functional workarounds. - Document resolutions, build a knowledge base, and library of SOPs and scripts. Desired Qualifications And Experience: - Minimum 7 years of technical support experience with 2 years in a lead role. - Bachelor's degree in engineering or equivalent qualifications. - Proficiency in querying databases and using tools for issue resolution. - Understanding of ticket metrics and generating dashboards for senior management. - Excellent English language communication skills. - Experience with .NET framework, C#, jQuery, Bootstrap, and SQL Server. - Exposure to public cloud environments, preferably AWS. Additional Details: - Knowledge of automotive/franchise operations and business processes is desirable. - Emphasis on maintaining detailed documentation. (Note: Details referenced from hirist.tech),