• Lead the implementation of a consultant-driven fixed installation growth strategy in the AMERICAS market • Represent the L-ACOUSTICS brand, its value and corporate culture on a senior level and act as an ambassador • Provide sound design assistance, technical support, workshops, and demos to the consultant community • Maintain and develop relationships with key consultants and design engineers in the Performing Arts Center and Theatre market • Attend tradeshows and targeted conferences, provide technology and product presentations • Work collaboratively with Regional Application, Regional Sales, Global Vertical BD, Marketing & Communication teams to ensure brand awareness & adoption • Support the implementation of key performance metrics to measure market activities • Process relevant data and report and translate it into tangible strategies that drive global sales and lead to achievement of the department’s objectives

• Provide active user support to internal employees raising issues related to our internal and external facing technology platforms. • Investigate root causes of issues raised by users to immediately troubleshoot the issue yourself or liaise with your Engineering & Product counterparts to fix difficult bugs. • Develop & maintain information about features related to your product area of focus to support the wider Application Support team’s ability to solve user issues. • Upskill the wider Application Support team about feature launches and known issues related to your product area of focus to improve their ability to resolve issues. • Track & synthesize tickets that have arisen related to your product area of focus and report back to the Engineering & Product team on a regular basis to inform feature improvements and user education focuses.

• Lead and grow a team of five Applications and Quality engineers • Administers effective calibrations and techniques to assess employee’s performance • Coaches, develops, and motivates team members to exceed all program goals • Foster collaboration with partner teams (NPI, Product Management, Design, Supply Chain, Data, and Operations) to overcome multi-dimensional technical and business challenges • Provide subject matter expertise in hardware applications, functionality, and interoperability • Acts as a resource and advisor to the training department, through identifying training deficiencies, operations trends, and vendor assessments • Responsible for technical vendor relationship management, negotiations and implementation of cost and operational performance improvements • Develop an end-to-end vendor development program that focuses on providing quality products to fulfill customer needs • Analyzes the quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations and provides on-going performance feedback

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Responsible for ensuring the stability, performance, and reliability of key business applications by providing advanced technical and functional support, resolving complex issues, and performing root cause analysis to prevent recurrence. Collaborate with business users, developers, and vendors to maintain seamless system operations, implement process improvements, and optimize workflows. Leads efforts to enhance application monitoring, automation, and efficiency. - Provide advanced technical and functional support for enterprise applications, ensuring high availability and performance. - Troubleshoot and resolve complex incidents, service requests, and system issues in a timely manner. - Perform root cause analysis and implement long-term solutions to prevent recurring problems. - Collaborate with business users, developers, infrastructure teams, and vendors to address application-related issues and enhancements. - Monitor application performance, perform regular health checks, and ensure compliance with service-level agreements (SLAs). - Document support procedures, configurations, and troubleshooting steps for knowledge sharing and process consistency. - Participate in application upgrades, patches, testing, and deployment activities. - Identify and drive opportunities for process improvement, automation, and operational efficiency. - Support change management, incident management, and release management activities in alignment with ITIL best practices. Qualifications - Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent combination of education and experience may be considered. - Minimum of 5–7 years of experience in application support, systems analysis, or related IT roles, with at least 2 years in a senior or lead capacity. - Hands-on experience with enterprise applications, system integrations, SQL or database querying, and incident management tools. - Familiarity with ITIL frameworks, cloud platforms (e.g., Azure, AWS), and automation or monitoring tools. - ITIL Foundation, Microsoft Certified: Power Platform or Dynamics 365 Fundamentals, Oracle Certified Professional, or similar relevant certifications (Preferred). Requirements - Deep understanding of enterprise application architecture, integrations, databases, and APIs. - Strong ability to analyze complex issues, identify root causes, and develop effective solutions. - Proven capability to troubleshoot application and system performance issues under pressure. - Understanding of business processes, workflows, and how applications support organizational objectives. - Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences. - Strong teamwork and interpersonal skills for working effectively with business users, developers, and vendors. - Familiarity with ITIL practices, including incident, problem, and change management. - Ability to manage multiple priorities, meet deadlines, and contribute to system enhancement projects. - Skilled in creating and maintaining detailed technical documentation, knowledge base articles, and operational runbooks. Benefits - Comprehensive healthcare plans for you and your family. - Discretionary 401(k) match of 50% of the first 4% of pay contributed. - Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. - Customized training programs to help you advance your career. - Employee referral bonuses. - Educational Reimbursement. - Contributions to the community through Carrington Charitable Foundation.