{"id":128923,"url":"https://alion.io/job/sgs-application-support-lead-level-2","title":"Application Support Lead (Level 2)","company":{"id":3634,"name":"SGS","domain":"sgs.com","url":"https://alion.io/company/sgs","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":627,"ghost_share":0,"stale_share":0.997,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Rest API","optional":false},{"name":"SOAP","optional":false}],"status":"live","first_seen_at":"2026-08-27T09:55:08Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-22T19:55:29Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.\n The Application Support Lead (Level 2) is responsible for ensuring the stability, performance, and availability of business-critical applications. This role leads the L2 support team, manages incident and service requests resolution, coordinates with L1 and L3 teams, and ensures adherence to SLAs. The ideal candidate combines strong technical troubleshooting skills with leadership capabilities to drive continuous service improvement.\nKey Responsibilities\nIncident, service request & Problem Management\nAct as primary escalation point for Level 2 application issues\nAnalyse and troubleshoot complex incidents and service requests escalated from L1 support\nPerform root cause analysis (RCA) and implement corrective actions\nEnsure timely resolution in line with SLAs\nCoordinate with L3 teams, and development teams when required\nLead major incident bridge calls and communication updates\nMonitoring & Service Stability\nMonitor application health, logs, batch jobs, APIs, and integrations\nIdentify recurring issues and drive proactive fixes\nMaintain high system availability and performance\nReview alerts from monitoring tools\nTeam Leadership\nLead and mentor L2 support analysts\nAllocate workload and manage shift schedules\nConduct knowledge transfer sessions\nProvide technical guidance and best practices\nParticipate in hiring, onboarding, and performance reviews\nChange & Release Support\nSupport deployment activities and release validations\nAssess impact of code changes on application stability\nValidate rollback plans and release documentation\nDocumentation & Knowledge Management\nMaintain troubleshooting guides\nDocument known errors and workarounds\nEnsure knowledge base is updated for L1 team enablement\nStakeholder Communication\nProvide regular updates to business stakeholders\nPrepare incident, service request reports and service performance metrics\nCollaborate with product owners, developers, and infrastructure teams\n Technical Skills\nStrong experience in Application Support / Production Support\nUnderstanding of:Incident, Problem and service requests\nBatch job monitoring\nREST/SOAP services\n\nFamiliarity with cloud platforms (AWS, Azure) is a plus\nSoft Skills\nStrong analytical and problem-solving ability\nLeadership and team mentoring skills\nExcellent communication and stakeholder management\nAbility to work under pressure in production environments\nStrong prioritization and decision-making skills\nExperience\n6-10 years of experience in Application/Production Support\n2+ years in L2 support role or team lead role\nExperience working in SLA-driven environment\nExperience supporting enterprise or customer-facing applications\nKPIs / Success Metrics\nIncident and service request resolution time\nSLA compliance\nReduction in recurring incidents\nKnowledge base quality\nTeam performance and productivity\n Why SGS?\nJoin a globally recognized leader in the Testing, Inspection, and Certification (TIC) industry.\nFlexible schedule and hybrid work model (on average 2 days per week in the office, with flexibility when needed).\nContinuous learning opportunities through SGS University and Campus.\nOpen, collaborative, and supportive working culture with real opportunities for growth.\nBased in Alabang, Muntinlupa, 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