About the Company
Rockwell Automation is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more intelligent, more connected, and more productive. Headquartered in Milwaukee, Wisconsin, we serve customers in more than 100 countries, delivering innovative solutions that enhance productivity, sustainability, and safety across various industries.
Job Description
We are seeking an experienced and highly skilled Technical Support Lead to join our dynamic Enterprise Applications (EA) team. This Advanced Level role is crucial for ensuring the smooth operation and optimal performance of our critical business applications. You will be responsible for leading a team of support specialists, resolving complex technical issues, and contributing to the continuous improvement of our support processes and systems. This position requires deep technical expertise, exceptional problem-solving abilities, and strong leadership skills to mentor junior team members and manage high-priority incidents effectively.
Key Responsibilities
- Lead and manage a team of technical support specialists for enterprise applications, including performance evaluations and professional development.
- Provide advanced troubleshooting and resolution for complex technical issues related to enterprise applications, databases, and integrations.
- Act as an escalation point for high-priority incidents, ensuring timely resolution and clear communication with stakeholders.
- Develop and implement best practices for incident management, problem management, and knowledge base creation.
- Collaborate with development, infrastructure, and business teams to identify root causes of issues and propose preventative solutions.
- Monitor application performance and system health, proactively identifying and addressing potential problems.
- Create and maintain detailed documentation for support procedures, technical solutions, and system configurations.
- Participate in on-call rotation as required for critical system support.
- Drive continuous improvement initiatives for support processes and tools.
Required Skills
- Minimum of 5 years of experience in enterprise application support, with at least 2 years in a lead or supervisory role.
- In-depth knowledge of ITIL framework and incident/problem management best practices.
- Proficiency in supporting complex enterprise applications (e.g., ERP, CRM, PLM, MES).
- Strong understanding of relational databases (e.g., SQL Server, Oracle) and SQL querying.
- Experience with application monitoring tools and diagnostic utilities.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
- Proven ability to lead, mentor, and motivate a technical support team.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification.
- Experience with cloud-based enterprise solutions (e.g., AWS, Azure, Google Cloud).
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation.
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Understanding of networking concepts and system integrations.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Generous parental leave policy.
- Tuition reimbursement and professional development programs.
- Employee assistance program.
- On-site fitness center and wellness programs.
- Employee discount programs.
- Opportunities for career growth and advancement within a global company.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.