As an Application Support Lead at the company, you will lead and manage the L2 Application Support team responsible for supporting Java, .NET, web, and integration-based applications. Your key responsibilities will include overseeing operational excellence of the team, ensuring adherence to defined SLAs and KPIs; managing workloads, supervising incident resolution activities; and mentoring support engineers to promote continuous improvement and knowledge sharing.
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You will serve as the primary escalation point for complex production incidents and critical application issues, troubleshoot and resolve issues related to Java, .NET, web applications, APIs, and integration services, and collaborate with development, infrastructure, QA, and business teams for timely resolutions and root cause analysis. Additionally, your role involves supporting deployment, release management, patching, and configuration activities from an L2 operations perspective.
Monitoring application performance, availability, and operational stability will be crucial. You will ensure proactive incident identification and prevention through monitoring and logging tools and participate in problem management and continuous service improvement initiatives. Maintaining operational documentation, support procedures, knowledge base articles, and incident reports is essential, along with providing regular operational and performance reporting to management and engaging effectively with technical and non-technical stakeholders across the organization.
Required Experience & Skills:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Strong hands-on experience supporting enterprise applications built on Java and .NET technologies, including:
- Spring Boot, ASP.NET MVC, .NET Core
- Web applications and APIs
- Integration technologies and middleware platforms
- Good understanding of production support operations and incident management processes.
- Experience working in SLA-driven environments.
- Proficient understanding of SQL, application architectures, and Windows/Linux environments.
- Hands-on experience with ITSM platforms such as ServiceNow or JIRA.
- Strong leadership and team management capabilities.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience with monitoring/logging tools such as Splunk, ELK, AppDynamics, or Dynatrace.
- Exposure to cloud platforms including Azure or AWS.
- Familiarity with CI/CD and deployment tools such as Jenkins, GitLab CI, or Azure DevOps.
- Understanding of REST APIs, SOAP services, and application security best practices.
What We’re Looking For:
- Strong analytical and troubleshooting capabilities.
- A proactive and ownership-driven mindset.
- Ability to perform effectively under pressure in critical production environments.
- Excellent communication and stakeholder management skills.
- Passion for operational excellence, reliability, and team leadership.
