The Senior L2 Application Support Lead Engineer is responsible for leading Level 2 application support activities, ensuring timely resolution of complex technical issues, maintaining application stability, and improving operational support processes.

The role acts as a key link between frontline support teams, engineering teams, infrastructure teams, and business stakeholders. It focuses on ensuring high availability, operational excellence, compliance adherence, and continuous improvement of application services.

The successful candidate will provide technical leadership, support incident resolution, drive service improvements, and ensure applications operate effectively within a high-performance and controlled environment.

Key Responsibilities

Release Planning & Execution

• Lead end-to-end release activities for application and infrastructure components, including:
  • Network services
  • Compute platforms
  • Storage systems
  • Cloud services
• Coordinate with application, platform, security, and infrastructure teams to ensure release readiness.
• Manage release schedules, change windows, deployment plans, and stakeholder communication.
• Support controlled and successful production releases while ensuring operational stability.

Technical Support & Troubleshooting

• Lead the resolution of escalated application incidents from Level 1 support teams.
• Perform advanced troubleshooting and root cause analysis for complex application issues.
• Collaborate with Level 3 support teams, development teams, and vendors to implement permanent solutions.
• Monitor application health, system performance, logs, and operational metrics using monitoring tools such as:
  • Splunk
  • AppDynamics
  • New Relic
• Analyse system behaviour, identify recurring issues, and recommend preventative improvements.

Team Leadership & Coordination

• Provide technical guidance, coaching, and mentoring to L2 application support engineers.
• Ensure support teams follow operational processes, service level agreements (SLAs), and best practices.
• Manage incident queues, prioritise support activities, and ensure timely stakeholder communication.
• Collaborate with:
  • DevOps teams
  • QA teams
  • Infrastructure teams
  • Engineering teams
    to support deployments and maintain environment stability.
• Promote teamwork, knowledge sharing, and continuous improvement.

Process Management & Documentation

• Develop and maintain operational documentation, including:
  • Runbooks
  • Standard Operating Procedures (SOPs)
  • Knowledge base articles
  • Troubleshooting guides
• Ensure adherence to ITIL processes, security policies, and operational governance standards.
• Produce operational reports covering:
  • Application performance
  • Incident trends
  • Resolution metrics
  • Service improvements
• Identify opportunities to improve support efficiency and reduce recurring incidents.

Environment & Tools Management

• Support applications hosted across:
  • Linux environments
  • Windows environments
  • Cloud platforms such as AWS and Azure
• Work with database technologies including:
  • Microsoft SQL Server
  • PostgreSQL
  • Oracle
  • MongoDB (advantageous)
• Use scripting and programming languages for automation, troubleshooting, and diagnostics, including:
  • Python
  • Java
  • C#
  • .NET
• Support application monitoring, performance tuning, and operational improvements.

Technical Skills & Experience

Application Support Experience

• Minimum 4 years’ experience in application support, with at least 2 years in a senior or lead support role.
• Strong understanding of:
  • Application architecture
  • APIs
  • System integrations
  • Application dependencies
• Experience supporting enterprise applications in production environments.

Java Application Runtime & Architecture

• Strong understanding of Java application environments.
• Knowledge of:
  • Java APIs
  • Spring Boot frameworks
  • Application server monitoring
  • Runtime troubleshooting
• Experience analysing application behaviour and resolving Java-related production issues.

API Management & Observability

• Understanding of:
  • API gateways
  • API lifecycle management
  • Error handling patterns
  • Logging frameworks
  • API monitoring and tracing
• Experience with:
  • API-level logging
  • Distributed tracing
  • Performance monitoring
  • Incident diagnostics

Monitoring & Operations

• Experience using monitoring and logging tools such as:
  • Splunk
  • AppDynamics
  • New Relic
• Strong understanding of:
  • Log analysis
  • Performance monitoring
  • Incident investigation
  • Operational troubleshooting

Cloud & DevOps Knowledge

• Experience working with cloud environments and CI/CD pipelines is advantageous.
• Understanding of:
  • Cloud operations
  • Deployment processes
  • Automation practices
  • Infrastructure monitoring
• Familiarity with regulated industries and compliance requirements is highly desirable.

Core Competencies

• Strong analytical and problem-solving skills
• Excellent incident management capability
• Strong stakeholder communication skills
• Ability to manage technical escalations effectively
• Service-oriented mindset with focus on customer satisfaction
• Strong understanding of IT operations and SLA management
• Process-driven approach with continuous improvement focus
• Ability to operate effectively in a fast-paced, high-compliance environment
• Self-driven with strong ownership and accountability
• Ability to work across diverse teams and cultures
• Experience working in multi-region or multicultural environments is advantageous

Educational Qualifications

Essential

• Bachelor’s degree (4 years) in:
  • Information Technology
  • Information Systems
  • Computer Science
  • Engineering
  • Related technical discipline

Professional Certifications (Preferred)

• ITIL Foundation or ITIL Managing Professional
• Microsoft Certified: Azure Administrator Associate
• AWS Certified SysOps Administrator – Associate
• Splunk Core Certified Power User
• AppDynamics Certification
• Red Hat Certified System Administrator (RHCSA)
• Certified Kubernetes Administrator (CKA) for containerised applications
• Java SE Programmer Certification
• Certified DevOps Engineer certification (Azure or AWS)