THE COMPANY
Lanvera is a leading CCM (Customer Communications Management) outsourcing and technology company specializing in the design, production, and delivery of secure customer communications including invoices, statements, tax forms, collection letters, compliance notices and other business critical documents to any delivery channel including print, electronic and mobile platforms. Lanvera has a strong presence in the Financial Services industry and is expanding into other vertical markets.
THE POSITION
The Application Support Engineer is a key member of our dynamic client-facing technical (DevOps) team, responsible for supporting both custom-developed and third-party applications. The position demands robust analytical and technical capabilities to troubleshoot and solve complex system issues in a fast-paced setting. Excellent communication skills are essential for effective collaboration with Client Support, Infrastructure, and Development teams.
RESPONSIBILITIES
- Proactively manage and resolve complex application issues, conducting thorough Root Cause Analysis (RCA) and ensuring solutions are sustainable.
- Identify and mitigate security vulnerabilities promptly.
- Work closely with other IT teams to expedite ticket resolution, emphasizing the automation of workflows through scripting.
- Manage installations, upgrades, configurations, and patching of third-party enterprise software.
- Enhance application monitoring and alerting systems to promptly identify and address issues, particularly those affecting clients.
- Document and create diagrams of complex application systems comprehensively.
- Utilize application-centric Key Performance Indicators (KPIs) to pinpoint inefficiencies, optimize processes, and support data-driven decisions.
- Innovate process improvements to minimize or eliminate high-frequency tickets.
- Engage in a diverse range of application-centric projects.
- Communicate clearly the status of issues and projects to stakeholders.
- Provide on-call support for production issues and perform periodic application maintenance and updates.
- Adhere strictly to disciplined Incident, Problem, and Change Management procedures.
- Make informed, data-driven decisions under pressure in a setting with competing priorities.
- Collaborate effectively in a team-oriented environment that is primarily onsite.
REQUIRED SKILLS
- Bachelor’s Degree in Computer Science or equivalent experience.
- Strong technical proficiency; demonstrated analytical, reasoning, and problem-solving skills.
- Exceptional communication skills, adept in both verbal interactions and technical writing/diagramming.
- Highly focused on delivering an outstanding customer experience.
- 3+ years of experience in supporting enterprise software applications.
- 3+ years in supporting commercial software and IT operations, with direct DevOps involvement preferred.
- 4+ years of comprehensive IT experience across applications or desktop support, cloud or hybrid environments, Windows or Linux server administration, networking, database querying, PowerShell scripting, or report design.
- In-depth knowledge of IT best practices to maintain high availability of business-critical applications.
- Highly motivated, self-directed, and committed to excellence; a continuous learner.
- Excellent organizational skills and process orientation.
- Capable of managing multiple priorities and assignments effectively.
- Ability to work autonomously and as part of a team.
DESIRED SKILLS
- IT certifications (e.g., CompTIA A+, MCSA, ITIL, MS Azure Fundamentals).
- Skilled in writing SQL queries.
- In-depth experience with Windows and/or Linux Server administration.
- Proficiency in PowerShell or a similar scripting language.
- Comprehensive Office 365 experience.
JOB PARTICULARS
- No travel required
- Dallas/Fort Worth candidates only for on-site office employment; No relocation
