Application Support Lead

Role Purpose :

The Application Support Lead is accountable for leading the Application Support team for business-critical enterprise applications. The role manages Application Support Engineers, ensures adherence to defined processes and service targets, directs technical investigation during incidents, and uses support data to drive application and product improvements.

Key Responsibilities :

- Lead, coach and mentor Application Support Engineers across daily operations, incidents and improvement activities.

- Own the team's Incident, Problem, Service Request and Knowledge Management activities.

- Lead incident triage and coordination, ensuring each incident has an owner, priority, next action and stakeholder update time.

- Define and report Application Support KPIs agreed with stakeholders.

- Review and troubleshoot applications built using C#, ASP.NET, .NET/.NET Core, REST APIs and IIS.

- Convert recurring incidents, support effort and customer-reported issues into documented improvement proposals.

- Act as the primary Application Support contact for service performance, incidents, risks and improvement actions.

Mandatory Experience and Skills :

- Minimum 12 years of IT experience, including hands-on enterprise Application Support experience.

- Minimum 5 years directly managing, coaching and developing Application Support teams.

- Mandatory hands-on technical fluency in C# and Microsoft .NET applications.

- Proven Incident and Problem Management ownership.

- Working knowledge of Azure-hosted applications and Azure monitoring tools.

- Strong SQL skills for diagnostics and query troubleshooting.

- Working knowledge of REST APIs, JSON, IIS, CI/CD pipelines, Git-based source control and release controls.

Preferred Qualifications :

- Bachelor's degree in Computer Science Engineering, Information Technology or a related discipline.

- ITIL 4 Foundation or higher ITIL certification.

- Microsoft Azure certification such as AZ-104, AZ-204, AZ-305 or AZ-400.

- Experience with Azure DevOps, GitHub and an enterprise IT service management platform.

- Experience operating a 24/7 or follow-the-sun support model.