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.