Production Support Lead

Bravens Inc., a wholly owned subsidiary of Ampcus Inc., is an information technology consulting and services company. Bravens is a leader in providing tailored staffing solutions across both IT and non-IT industries. We are in search of a highly motivated candidate to join our talented team and contribute to our ongoing success. Job Title: Production Support Lead

Location(s): Austin, TX

Job Description:

• This position will interface with key stakeholders and apply your expertise across different stages of the Production Support Life Cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement.
• You will play an important role in leading and coordinating the resolution of high-priority issues, ensuring system stability, and minimizing business impact.
• You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements, and ensure adherence to SLAs.
• In this role, you will lead validation and coordination of fixes across environments, support implementation and transition activities, and provide guidance during critical releases and warranty periods.
• You will be part of a collaborative culture where teamwork is encouraged, operational excellence is rewarded, and diversity is respected and valued.

Skillset:

• Technology.
• Administration-ITSM
• Service Now

Required Qualifications:

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 4 years of Information Technology experience.
• Proven years of experience in Java/J2EE, JavaScript, CSS, Oracle, PL/SQL, Unix.
• Strong experience in supporting Service Now Platform.
• Strong understanding of ITIL processes (Incident, Problem, Change, Service Catalogue, CMDB).
• Experience in working on Service Now Production support projects.
• Familiarity with integration concepts (API, Webservices, REST/SOAP).

Preferred Qualifications:

• Good to have - Service Now Certified System Administrator (CSA) certification.
• Exposure to advanced Service Now modules like Discovery, HRSD, and ITOM.
• Experience in Service Now upgrades and patching activities.
• Experience and desire to work in a Global delivery environment.
• Ability to work in diverse/multiple team stakeholder environment and client interfacing skills.
• Analytical and communication skills.

Bravens is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.