Lead Application Support Engineer

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.

Skills

Applications Support, Production Support, Incident Management, Problem Management, Jira, Performance Tuning, Python, Shell Scripting, Observability Services