Job Description
Technical Team Leads are the hands-on senior engineers who run day-to-day technical delivery for an application support managed service. Each TL anchors one of three ServiceNow queues — Operations Applications, Workforce/Mobile Applications, or Data & Analytics — owning triage, complex escalations, and team operations for their domain. This is not a people-only management role: TLs are the deepest technical resource on shift, personally handling P1/P2 incidents, root cause analysis, and complex L3 work, with required US-hours overlap so a senior technical decision-maker is available throughout the US business day.
· Continuously monitor the assigned ServiceNow queue; perform real-time triage on inbound incidents — priority validation, categorization, assignment, and SLA clock management.
· Personally own all P1 (Critical) and P2 (High) incidents from declaration through resolution and postmortem; serve as Incident Commander on bridge calls.
· Handle complex L2/L3 incidents that exceed engineer capability — production debugging, log/heap analysis, query profiling, infrastructure diagnostics.
· Author and review runbooks for the assigned application portfolio; approve all production changes within the queue and represent the queue on the CAB.
· Lead a pod of 4–7 engineers (Sr Ops, Ops, L1 Triage) across Night, Day, and Overlap shifts; manage PTO with seasonal blackout constraints; run daily standups and weekly retrospectives.
· Drive the cross-training program — ensure every application in the queue has 3+ engineers competent at L2 within 6 months.
· Coordinate change management with the application development vendor; drive resolution of 'Awaiting Change' tickets.
· Conduct technical performance reviews; mentor engineers on technology and incident response.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
10+ years in application support / engineering
3+ years leading technical teams of 5+ engineers
8+ years production Java (Java 6 through 11+); 3+ years SpringBoot
5+ years Oracle 11g/12c — SQL tuning, AWR analysis, basic admin
3+ years hands-on with AWS services (Lambda, RDS, S3, DynamoDB, CloudWatch)
3+ years using ServiceNow ITSM as engineer/lead — queues, SLAs, reporting
ITIL v4 Foundation certification
Available to work US-hours overlap shift (8:00 AM – 5:00 PM ET)
Fluent professional English — written and verbal — for client interaction
· Linux/Unix systems and shell scripting; reading thread dumps, GC logs, and heap dumps.
· Apache Kafka — producer/consumer patterns, offset/lag/consumer-group troubleshooting.
· JBoss application server administration; JSF debugging (legacy UI stack).
· Datadog (or equivalent APM) for application performance monitoring.
· GitLab / Git workflows and CI/CD pipelines; AWS Lambda + CloudWatch log analysis.
· Major-incident management — Incident Commander on P1/P2 bridges; RCA frameworks (5-Whys, Fishbone); postmortem authorship.
· Stakeholder management with client-side technical and business leaders; team coaching and mentoring.
• SQL Server — query and stored-procedure debugging for mixed Oracle / SQL Server estates.
• Working awareness of cloud data platforms (Snowflake, Databricks, Power BI) for cross-queue coverage.
Nice to Have Skills & Experience
Industry experience in transportation, fleet, or mobility.
Experience supporting mobile application backends.
AWS Solutions Architect or DevOps Engineer certification.
Snowflake or Databricks exposure for cross-coverage of data/analytics workloads.
Prior managed-services vendor takeover or transition leadership.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.