Role Overview :

We are looking for an experienced Lead Application Support Engineer (L3/L2) to lead support operations for mission-critical, high-availability enterprise applications. In this role, you will be responsible for ensuring system stability, driving incident management, mentoring support engineers, and collaborating with cross-functional teams to deliver reliable, secure, and high-performing business applications. This is an excellent opportunity to lead a high-performing support team while working with modern monitoring, observability, and automation technologies in a fast-paced production environment.

Key Responsibilities :

Production & Application Support :

- Lead day-to-day application support operations, ensuring maximum uptime and system availability.

- Participate in rotational 24x7 shifts, including on-call support, weekends, and public holidays.

- Manage shift operations, workload distribution, prioritization, and seamless shift handovers.

- Act as the highest technical escalation point for complex production issues and business-critical incidents.

- Lead major incident bridge calls and coordinate cross-functional teams to ensure timely service restoration.

- Perform advanced L3 troubleshooting across applications, databases, Linux/Unix systems, middleware, APIs, and infrastructure.

Monitoring & Incident Management :

- Own end-to-end monitoring and alert management using tools such as New Relic and PagerDuty.

- Review and optimize monitoring dashboards, alert thresholds, and observability strategies.

- Conduct Root Cause Analysis (RCA) for major and recurring incidents and drive permanent resolutions.

- Monitor scheduled jobs, batch processes, APIs, and third-party integrations.

Service Management :

- Manage incidents, problem records, service requests, and change requests using Jira Service Management or ServiceNow.

- Support application releases, deployments, post-release validations, and production readiness reviews.

- Develop and maintain runbooks, SOPs, troubleshooting guides, and operational documentation.

Leadership & Continuous Improvement :

- Mentor and coach Application Support Engineers while providing technical leadership.

- Identify automation opportunities to reduce manual effort and improve operational efficiency.

- Track and report operational KPIs, SLA performance, incident trends, and service health metrics.

- Participate in disaster recovery planning, capacity management, and resilience initiatives.

- Ensure timely communication with stakeholders during incidents, outages, and maintenance activities.

Required Skills :

Must Have :

- Application Support (L2/L3)

- Team Leadership & Shift Management

- Major Incident Management

- Root Cause Analysis (RCA)

- SQL & PostgreSQL

- NoSQL Databases (MongoDB, DynamoDB, Cassandra)

- Linux/Unix Administration

- Advanced Troubleshooting

- New Relic

- PagerDuty

- Jira Service Management or ServiceNow

Good to Have :

- AWS

- Kubernetes

- Confluence

- Performance Analysis & Application Tuning

- Python or Shell Scripting

Bonus Skills :

- Site Reliability Engineering (SRE)

- CI/CD & Release Management

- Operational Reporting & KPI Management

- Observability & Monitoring Best Practices

Qualifications :

- Bachelor's Degree (B.E./B.Tech) or MCA in Computer Science, Information Technology, or a related discipline.

- 2 - 8 years of experience in Application Support (L3) or Production Support environments.

- Minimum 3 years of experience leading support teams or managing shift operations.

- Experience supporting high-availability, customer-facing enterprise applications.

- Strong troubleshooting, analytical, and decision-making skills.

- Excellent communication and stakeholder management abilities.

- Willingness to work in rotational 24x7 support shifts and on-call schedules.

Preferred Certifications :

- AWS Cloud Practitioner or equivalent cloud certification

- Linux Certification

- PostgreSQL Certification

- ITIL Foundation

- Observability & Monitoring Platform Certifications

Why Join? :

- Lead a high-performing Application Support team supporting enterprise-scale applications.

- Work with modern monitoring, observability, cloud, and automation technologies.

- Exposure to large-scale, mission-critical systems.

- Collaborative, fast-paced, and innovation-driven work environment.

- Comprehensive health insurance and learning opportunities.

- Clear career progression into Operations Management, Platform Reliability, Site Reliability Engineering (SRE), or Engineering Leadership.