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Job Description
CDM Smith is seeking a Application Support Supervisor to join our Digital Engineering Solutions team. This
individual will be part of the Development group within the Digital Engineering Solutions team, focusing on
supporting, maintaining, and optimizing cloud-based applications that facilitate CI/CD pipelines and ensure
seamless collaboration between software development and operations teams. An ideal candidate will be
a critical thinker, proactive, and highly interested in troubleshooting, analyzing, and enhancing the
performance of enterprise applications. This individual must showcase exceptional abilities in providing
technical support for AEC initiatives that utilize advanced technologies. As a member of the Digital
Engineering Solutions team, the Application Support group will engage in problem resolution and system
monitoring and provide guidance and oversight into the AEC practices at CDM Smith, assisting with the
implementation and support of innovative solutions arising from across the company. The ideal candidate
must have extensive experience in application support and demonstrate a commitment to continuous
improvement and a passion for delivering measurable impact through effective issue resolution and user
support.
The following are the key responsibilities for this position:
• Ensure effective project delivery and foster independent work in a collaborative environment.
• Manage and prioritize incoming support tickets, ensuring accurate status updates and timely
resolutions.
• Monitor and report on key performance indicators (KPIs) such as ticket response time, resolution time,
customer satisfaction, and backlog reduction.
• Develop and enforce guidelines for tiered support escalation, ensuring issues are escalated
appropriately based on complexity and urgency.
• Provide coaching, training, and mentorship to support team members to enhance technical skills and
service quality.
• Supervise diagnosis and resolution of advanced application issues related to performance,
configuration, integration, or data inconsistencies.
• Oversee root cause analysis (RCA) activities and ensure implementation of permanent solutions or
workarounds.
• Lead the team during major incident (P1/P2) management calls and post-incident reviews, ensuring
lessons are captured and improvements are made.
• Guide analysis of application logs, error messages, database queries, and system metrics to identify
and resolve root causes.
• Manage application changes during release cycles, including validation before and after deployment.
• Oversee hotfixes, patches, and configuration changes, ensuring minimal disruption.
• Identify and track recurring issues, raising problem tickets and monitoring resolution progress.
• Recommend process improvements and application enhancements to reduce incident volume and
improve user experience.
• Proactively identify potential technical issues and risks, implementing preventative measures.
• Ensure creation and maintenance of knowledge base articles, runbooks, and troubleshooting guides
by the team.
• Document root causes, fixes, and lessons learned from incidents, facilitating organizational learning.
• Analyze support trends to identify areas for improvement and implement process enhancements.
• Ensure documentation of support procedures and escalation protocols is current and accessible.
• Provide and oversee knowledge transfer to Tier 1 & 2 teams, improving first-call resolution rates.
• Ensure all application support activities comply with security, audit, and regulatory requirements.
• Expertise in Agile and Waterfall methodologies, guiding the team on best practices.
Skills and Abilities:
• Strong leadership and team management abilities with balancing independent work and effective
collaboration.
• Working knowledge of ITIL concepts (incident, problem, and change management), applying these
frameworks in supervisory practices.
• Excellent communication and interpersonal skills, vital for supervision and stakeholder engagement.
• Expertise in application troubleshooting, incident management, and root cause analysis.
• Proficiency with monitoring tools, ticketing systems, and reporting on performance metrics.
• Adaptability to changing technologies and environments, with a commitment to continuous
improvement.
• Exceptional analytical and troubleshooting skills for complex, non-routine issues, with a focus on
mentorship and escalation management.
• Ability to oversee and perform root cause analysis (RCA), proposing and implementing long-term
corrective actions.
• Experience managing P1/P2 incidents, maintaining composure under pressure, and guiding the team
through crisis resolution.
• Capability to prioritize incidents based on business impact and urgency, aligning team actions with
organizational goals.
• Proficient in coding, databases, and SQL for troubleshooting and guiding team members.
• Ability to analyze application logs, error traces, and system metrics, supporting team members in root
cause identification.
• Experience supporting web, API-based, and batch applications, providing guidance and escalation
management.
• Comprehensive understanding of middleware, integrations, and messaging systems relevant to
supervisory duties.
• Strong exposure to CI/CD pipelines, release processes, and environment management, with ability to
guide the team.
• Excellent written communication for ticket updates, RCA documents, and knowledge articles;
ensures team documentation standards.
• Effective collaboration across Tier 1, development, QA, DevOps, infrastructure, and vendor teams,
fostering a cooperative environment.
• Ability to manage task deadlines and coordinate resources, ensuring timely project completion.
• Ability to support enterprise-class software systems and successfully manage priorities and
resources at the team level.
• Strong understanding of application architecture, system dependencies, and data flows, enabling
effective team leadership.
• Familiarity with cloud platforms (e.g., Azure, AWS, GCP) and hybrid environments, guiding the team on
relevant technologies.
individual will be part of the Development group within the Digital Engineering Solutions team, focusing on
supporting, maintaining, and optimizing cloud-based applications that facilitate CI/CD pipelines and ensure
seamless collaboration between software development and operations teams. An ideal candidate will be
a critical thinker, proactive, and highly interested in troubleshooting, analyzing, and enhancing the
performance of enterprise applications. This individual must showcase exceptional abilities in providing
technical support for AEC initiatives that utilize advanced technologies. As a member of the Digital
Engineering Solutions team, the Application Support group will engage in problem resolution and system
monitoring and provide guidance and oversight into the AEC practices at CDM Smith, assisting with the
implementation and support of innovative solutions arising from across the company. The ideal candidate
must have extensive experience in application support and demonstrate a commitment to continuous
improvement and a passion for delivering measurable impact through effective issue resolution and user
support.
The following are the key responsibilities for this position:
• Ensure effective project delivery and foster independent work in a collaborative environment.
• Manage and prioritize incoming support tickets, ensuring accurate status updates and timely
resolutions.
• Monitor and report on key performance indicators (KPIs) such as ticket response time, resolution time,
customer satisfaction, and backlog reduction.
• Develop and enforce guidelines for tiered support escalation, ensuring issues are escalated
appropriately based on complexity and urgency.
• Provide coaching, training, and mentorship to support team members to enhance technical skills and
service quality.
• Supervise diagnosis and resolution of advanced application issues related to performance,
configuration, integration, or data inconsistencies.
• Oversee root cause analysis (RCA) activities and ensure implementation of permanent solutions or
workarounds.
• Lead the team during major incident (P1/P2) management calls and post-incident reviews, ensuring
lessons are captured and improvements are made.
• Guide analysis of application logs, error messages, database queries, and system metrics to identify
and resolve root causes.
• Manage application changes during release cycles, including validation before and after deployment.
• Oversee hotfixes, patches, and configuration changes, ensuring minimal disruption.
• Identify and track recurring issues, raising problem tickets and monitoring resolution progress.
• Recommend process improvements and application enhancements to reduce incident volume and
improve user experience.
• Proactively identify potential technical issues and risks, implementing preventative measures.
• Ensure creation and maintenance of knowledge base articles, runbooks, and troubleshooting guides
by the team.
• Document root causes, fixes, and lessons learned from incidents, facilitating organizational learning.
• Analyze support trends to identify areas for improvement and implement process enhancements.
• Ensure documentation of support procedures and escalation protocols is current and accessible.
• Provide and oversee knowledge transfer to Tier 1 & 2 teams, improving first-call resolution rates.
• Ensure all application support activities comply with security, audit, and regulatory requirements.
• Expertise in Agile and Waterfall methodologies, guiding the team on best practices.
Skills and Abilities:
• Strong leadership and team management abilities with balancing independent work and effective
collaboration.
• Working knowledge of ITIL concepts (incident, problem, and change management), applying these
frameworks in supervisory practices.
• Excellent communication and interpersonal skills, vital for supervision and stakeholder engagement.
• Expertise in application troubleshooting, incident management, and root cause analysis.
• Proficiency with monitoring tools, ticketing systems, and reporting on performance metrics.
• Adaptability to changing technologies and environments, with a commitment to continuous
improvement.
• Exceptional analytical and troubleshooting skills for complex, non-routine issues, with a focus on
mentorship and escalation management.
• Ability to oversee and perform root cause analysis (RCA), proposing and implementing long-term
corrective actions.
• Experience managing P1/P2 incidents, maintaining composure under pressure, and guiding the team
through crisis resolution.
• Capability to prioritize incidents based on business impact and urgency, aligning team actions with
organizational goals.
• Proficient in coding, databases, and SQL for troubleshooting and guiding team members.
• Ability to analyze application logs, error traces, and system metrics, supporting team members in root
cause identification.
• Experience supporting web, API-based, and batch applications, providing guidance and escalation
management.
• Comprehensive understanding of middleware, integrations, and messaging systems relevant to
supervisory duties.
• Strong exposure to CI/CD pipelines, release processes, and environment management, with ability to
guide the team.
• Excellent written communication for ticket updates, RCA documents, and knowledge articles;
ensures team documentation standards.
• Effective collaboration across Tier 1, development, QA, DevOps, infrastructure, and vendor teams,
fostering a cooperative environment.
• Ability to manage task deadlines and coordinate resources, ensuring timely project completion.
• Ability to support enterprise-class software systems and successfully manage priorities and
resources at the team level.
• Strong understanding of application architecture, system dependencies, and data flows, enabling
effective team leadership.
• Familiarity with cloud platforms (e.g., Azure, AWS, GCP) and hybrid environments, guiding the team on
relevant technologies.