{"id":4151863,"url":"https://alion.io/job/jonas-software-application-support-lead","title":"Application Support Lead","company":{"id":58295,"name":"Jonas Software","domain":"jonassoftware.com","url":"https://alion.io/company/jonas-software","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombo, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-11-11T00:00:00Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T16:35:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description: \nApplication Support Lead\nRole Overview\nThe Application Support Lead will oversee the stability, performance, and continuous improvement of CORA Loyalty’s enterprise applications and production support operations. This role combines technical leadership, operational excellence, incident management, and customer-focused service delivery to ensure reliable and scalable application support across global platforms.\nAs a key member of the Technology Delivery organization, the Application Support Lead will drive modernization of support operations through automation, AI-enabled support capabilities, proactive monitoring, and continuous service improvement. This role will lead support analysts and engineers while partnering closely with Engineering, Product, Infrastructure, DevOps, and Client Services teams to minimize operational risk, improve system reliability, and enhance customer experience.\nThe ideal candidate brings strong production support experience, operational leadership capabilities, and a passion for leveraging AI and automation to improve incident response, root cause analysis, knowledge management, and support efficiency.\nKey Responsibilities\nApplication Support & Operational Leadership\nLead daily application support operations, ensuring timely resolution of incidents, service requests, and production issues.\n\nManage and mentor support analysts and technical support engineers across multiple applications and platforms.\n\nEstablish operational support standards, escalation procedures, SLAs, and incident management best practices.\n\nOversee production monitoring, issue triage, root cause analysis, and problem management activities.\n\nCoordinate major incident response efforts and drive effective communication during high-priority production events.\n\nEnsure system stability, application availability, and operational readiness across environments.\n\nPartner with Engineering and DevOps teams to improve supportability, observability, and operational resilience.\n\nAI-Enabled Support & Automation\nDrive adoption of AI-assisted support capabilities including intelligent alerting, incident prediction, automated diagnostics, and knowledge recommendations.\n\nLeverage AI and automation tools to improve ticket triage, incident routing, root cause analysis, and operational efficiency.\n\nChampion self-service support solutions, automated workflows, and intelligent knowledge management practices.\n\nIdentify opportunities to reduce repetitive manual support activities through scripting, automation, and AI-enabled tooling.\n\nEvaluate emerging AI and operational technologies to modernize support operations and improve service delivery outcomes.\n\nContinuous Improvement & Governance\nAnalyze support trends, recurring incidents, and operational metrics to identify improvement opportunities.\n\nDevelop and monitor operational KPIs including SLA compliance, incident response times, resolution times, system uptime, and customer satisfaction.\n\nLead post-incident reviews and drive corrective and preventive action initiatives.\n\nMaintain support documentation, operational runbooks, and knowledge base content to ensure operational consistency and scalability.\n\nCollaborate with Product and Engineering teams to prioritize defect resolution and operational enhancements.\n\nContribute to release readiness reviews and ensure production support preparedness for new feature deployments.\n\nCross-Functional Collaboration\nPartner with Client Services, Product, Engineering, Infrastructure, and Security teams to ensure seamless operational support and issue resolution.\n\nServe as a trusted operational advisor to stakeholders regarding production health, support trends, and service improvement initiatives.\n\nFacilitate communication between technical teams and business stakeholders during operational events and escalations.\n\nSupport organizational transformation initiatives related to operational excellence, automation, and AI-enabled service delivery.\n\nKey Skills & Qualifications\n5+ years of experience in application support, production operations, technical support, or IT service management roles.\n\n2+ years of leadership or team lead experience managing support or operational teams.\n\nStrong understanding of enterprise application architectures, APIs, databases, cloud platforms, and distributed systems.\n\nExperience with incident management, problem management, monitoring tools, and operational support processes.\n\nKnowledge of ITIL principles and operational governance best practices.\n\nExperience with scripting, automation, or workflow orchestration tools.\n\nFamiliarity with AI-enabled support technologies, intelligent monitoring platforms, or automation-driven operations is highly desirable.\n\nStrong troubleshooting, analytical, and root cause analysis skills.\n\nExcellent communication and stakeholder management capabilities.\n\nAbility to work effectively in fast-paced, high-availability production environments.\n\nBusiness Unit: \nCarlson Marketing Solutions - Sri LankaScheduled Weekly Hours:\n40Number of Openings Available: \n1Worker Type: \nRegularMore About Jonas Software:\nJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.\nJonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.\nJonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.\nHeadquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.","description_format":"text","description_chars":6279,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","Construction Management Software","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-11-12T09:33:56Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":33,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/jonas-software-application-support-lead","json_url":"https://alion.io/job/jonas-software-application-support-lead.json","meta":{"generated_at":"2026-11-12T21:29:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":45415,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58295},"rest":"https://alion.io/mcp/rest/get_company?id=58295"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjonas-software-application-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjonas-software-application-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjonas-software-application-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jonas-software-application-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjonas-software-application-support-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4151863}},{"tool":"search_jobs","arguments":{"company":"jonassoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4151863},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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