Application Support Lead

We are seeking a highly experienced Digital Platform Support Lead to join our team in Atlanta, GA. This is a hands‑on, consultative leadership role focused on understanding, documenting, and optimizing existing digital platform support operations while laying the foundation for future L1 support transitions.

The ideal candidate will possess strong Azure platform support expertise, observability and monitoring experience, API and middleware knowledge, and the ability to quickly assess complex environments and transform operational knowledge into structured, repeatable support processes.

• Partner closely with client teams to understand the current digital, mobile, and application support environment.
• Shadow existing support operations and gain a deep understanding of workflows, incident patterns, escalations, and operational dependencies.
• Document end‑to‑end support processes, including ticket management, incident response, escalation procedures, and operational communications.
• Develop comprehensive SOPs, runbooks, and transition documentation for future support teams.
• Analyze digital platform support environments across APIs, middleware, Azure services, telemetry, monitoring, and application support functions.
• Identify operational gaps, process inefficiencies, documentation deficiencies, and support risks.
• Provide structured recommendations for operational improvements and future support transitions.
• Act as a bridge between existing support teams and future operational models.
• Support planning and readiness activities for future L1 onboarding initiatives.
• Build trust and confidence with stakeholders through technical expertise, clear communication, and structured execution.

• API‑based Integration Architecture
• Azure‑based Production Support Operations

• Dynatrace Query Language (DQL)
• Application Performance Monitoring (APM)
• Production Monitoring & Observability
• Incident Diagnostics & Root Cause Analysis

• ITIL Framework
• Operational Process Design
• Production Support Best Practices

• 8+ years of experience in Application Support, Digital Platform Support, Middleware Support, or Cloud Operations.
• Strong hands‑on experience supporting Azure‑based applications and services.
• Deep understanding of APIs, middleware platforms, and enterprise integrations.
• Experience with telemetry, observability platforms, and monitoring tools.
• Hands‑on expertise with KQL and DQL.
• Experience creating SOPs, runbooks, onboarding documentation, and operational processes.
• Strong understanding of production support environments and incident management workflows.
• Experience working directly with clients in consulting, managed services, or transformation engagements.

• Experience supporting mobile applications and digital transaction platforms.
• Exposure to loyalty platforms, digital commerce, or high‑volume transaction environments.
• Experience leading transition, onboarding, and operational readiness initiatives.

• Excellent verbal and written communication skills.
• Strong stakeholder management and consulting capabilities.
• Ability to quickly understand unfamiliar environments and operational models.
• Strong documentation and process improvement mindset.
• Executive presence and confidence when working with client leadership.
• Ability to thrive in ambiguous and fast‑changing environments.
• Strong relationship‑building and collaboration skills.

The successful candidate will:

• Quickly understand and integrate into the existing support environment.
• Build strong working relationships with client stakeholders.
• Deliver clear, actionable SOPs and operational documentation within the first few weeks.
• Demonstrate a deep understanding of digital platform operations.
• Create a strong foundation for future support transitions and onboarding initiatives.
• Help establish confidence in the future support model through structured planning and execution.

• Local to Georgia
• Available for Onsite Work in Atlanta
• 8+ Years of Application/Digital Platform Support Experience
• Hands‑on KQL & DQL Experience
• Experience with APIM, Azure Functions, and Logic Apps
• Strong Incident & Problem Management Experience
• Proven Experience Creating SOPs and Operational Documentation