The company is seeking a dedicated L2 Channel Support Lead to manage the Application Support team for Java, .NET, web, and integration-based applications. The successful candidate will be responsible for driving operational excellence, ensuring adherence to defined SLAs and KPIs, and managing incident resolution activities. Key responsibilities include mentoring support engineers, acting as the primary escalation point for complex production incidents, troubleshooting application issues, and coordinating with various teams for timely resolutions.
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Key Responsibilities:
- Leadership & Operations: Lead the team, manage workloads, and oversee incident resolution.
- Technical Support: Address complex production incidents and provide technical troubleshooting.
- Monitoring & Service Reliability: Monitor application performance and identify proactive incident resolutions.
- Documentation & Reporting: Maintain documentation and provide operational and performance reports.
Required Experience & Skills:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Strong experience in supporting enterprise applications on Java and .NET technologies.
- Proficient with Spring Boot, ASP.NET MVC, .NET Core, web applications, APIs, and middleware platforms.
- Knowledge of production support operations and incident management.
- Familiarity with SQL and application architectures on Windows/Linux environments.
- Experience with ITSM platforms such as ServiceNow or JIRA.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience with monitoring tools like Splunk or AppDynamics.
- Knowledge of cloud platforms (Azure or AWS) and CI/CD tools (Jenkins, Azure DevOps).
Desired Qualities:
- Strong analytical and troubleshooting skills.
- Proactive mindset with a focus on ownership and accountability.
- Excellent communication skills and ability to manage stakeholder relationships.
Language Requirements:
- Proficiency in English is typically expected.
Join the company to be part of a forward-thinking team that values operational excellence, reliability, and effective leadership within a dynamic environment.
