We are seeking a Lead, Application Support and Client Solutions Specialist to join our dynamic team. This role is designed to manage and enhance our application support functions while working closely with clients to ensure efficient problem-solving, project management, and resolution. As a key member of the support team, you’ll provide high-level guidance on technical issues, collaborate across teams to resolve client challenges, and ensure continuous improvement in our service delivery practices.     What You'll Do:  Manage day-to-day escalations within the application support team, ensuring prompt resolution of client issues and maintaining high standards of application performance and availability.   Coordinate people involved in the BAU operations program management process, ensuring process alignment and efficient resolution.  Prioritize incidents according to their urgency and impact on the business.  Manage business as usual (BAU) requests and incidents, ensuring first call resolution and effective ticket hygiene and closure.  Perform BAU ticket triage, provide incident support and ad hoc audit support, and identify opportunities to automate processes.  Support reported service incidents, ensuring that all resolutions are tracked and communicated through to resolution including incident reports and RCA.  Proactively identify opportunities to streamline and automate routine processes, increasing team efficiency and issue resolution speed.   Serve as the primary escalation point for complex client-facing issues, ensuring clear communication, timely response, and client satisfaction.  Prepare documentation aligned with the process framework and best practices to build a knowledge base.  Coordinate resources and personnel in day-to-day operations, aligning team efforts with business objectives and ensuring adherence to SLAs. 
What You Bring to the Role:  Proven experience in a technical support role with strong skills in client communication and incident resolution.  Expertise in cloud-based applications, particularly on platforms like Azure and Databricks.  Project management experience, with a focus on driving team performance and process improvements.  Demonstrated team leadership or supervisory experience in application or technical support, ideally in a client-facing role.  Ability to manage complex client relationships with tact, clarity, and professionalism.  Excellent written and verbal communication skills, especially in client service settings.  Experience with Agile project management frameworks and managing operational projects.  Knowledge of risk management, configuration management, and some exposure to infrastructure basics is a plus.  Strong team leadership skills.  Comfort in working within an agency environment.  A Computer Science Degree or related field.  Self-direction with the ability to function in a deadline-driven environment with minimal supervision. 

 

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.

At Bond, we are proud to be a diverse organization and we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.

Please connect with our People & Values team should you require any accommodation.