We are looking for an experienced Application Support Lead / Production Support qualified with 5 - 8 years of experience in supporting business-critical applications in a production environment. The ideal candidate should have strong expertise in L2/L3 application support, incident and problem management, SQL/database troubleshooting, microservices, REST APIs, AWS cloud services, and Python-based automation.

The candidate will be responsible for ensuring high availability, reliability, performance, and operational stability of applications. This role will involve working closely with development, infrastructure, DevOps, cloud, business, and external vendor teams to resolve production issues and continuously improve application reliability.

The successful candidate should have a strong understanding of ITIL/ITSM processes, be comfortable working in high-pressure production environments, and demonstrate excellent troubleshooting, analytical, communication, and stakeholder-management skills.

Key Responsibilities :

- Provide L2/L3 production and application support for business-critical applications.
- Monitor application health, performance, availability, and overall production stability.
- Investigate and resolve application, platform, infrastructure, database, and integration-related issues.
- Own production incidents from identification through resolution while ensuring timely communication to relevant stakeholders.
- Perform root cause analysis (RCA) for recurring and critical incidents and implement preventive measures.
- Manage Incident, Problem, and Change Management processes in accordance with ITIL and ITSM best practices.
- Ensure adherence to defined SLAs, OLAs, response times, and resolution timelines.
- Troubleshoot SQL queries, database connectivity, data issues, performance problems, and application-database interactions.
- Support applications built using microservices architecture and troubleshoot REST API integrations.




- Work with AWS cloud environments and troubleshoot issues across services such as EC2, S3, Lambda, ECS, API Gateway, and CloudFront.
- Develop and maintain Python scripts and automation solutions to reduce manual operational activities and improve support efficiency.
- Collaborate with development teams to identify application defects and drive permanent fixes.
- Work with DevOps, infrastructure, cloud, database, security, and networking teams for end-to-end issue resolution.
- Coordinate with external vendors and technology partners for issue resolution and service delivery.
- Participate in production deployments, release validation, change implementation, and post-deployment monitoring.
- Support Agile/SDLC processes and participate in release planning, sprint discussions, and production-readiness activities.
- Maintain operational documentation, knowledge articles, troubleshooting guides, and support runbooks.
- Identify opportunities for proactive monitoring, automation, performance optimization, and service improvement.
- Participate in on-call/shift support as required to ensure business-critical applications remain available.
- Provide regular updates to business stakeholders and leadership regarding incidents, service performance, risks, and improvements.

Must-Have Technical Skills :

- 5 - 8 years of experience in Application Support / Production Support.
- Strong hands-on experience in L2/L3 support.
- Experience supporting enterprise or business-critical applications.
- Strong troubleshooting and debugging capabilities.
- Experience handling production incidents and critical issues.




- Strong understanding of ITIL/ITSM frameworks.
- Hands-on experience with :

1.

Incident

Management

2.

Problem

Management

3.

Change

Management

4.

Service Request

Management

- SLA Management
- Experience performing RCA and implementing corrective/preventive actions.
- Strong SQL knowledge.
- Ability to troubleshoot database-related production issues.
- Experience analyzing queries, data inconsistencies, connectivity issues, and application-database interactions.
- Knowledge of database performance troubleshooting would be an advantage.
- Good understanding of Microservices Architecture.
- Experience troubleshooting REST APIs and service-to-service integrations.
- Understanding of API failures, HTTP status codes, authentication, connectivity, and response-time issues.
- Hands-on experience with AWS services, preferably :
- Amazon EC2
- Amazon S3
- AWS Lambda
- Amazon ECS
- API Gateway
- CloudFront
- Candidates should be comfortable troubleshooting applications deployed in cloud environments and understanding application dependencies across AWS services.
- Working knowledge of Python scripting.
- Ability to create scripts for monitoring, operational support, log analysis, data validation, or repetitive task automation.
- Exposure to automation-driven support and operational efficiency initiatives.
- JIRA, GitHub, Monitoring/logging tools, Incident and ticket-management systems, and Version-control practices.
- Experience with cloud-based enterprise applications.
- Exposure to DevOps and CI/CD practices.
- Understanding of containerized environments such as Docker/ECS.
- Exposure to application monitoring and observability tools.
- Experience working in Agile environments.
- Knowledge of performance monitoring and application tuning.
- Experience working with globally distributed teams.
- Vendor and third-party application management experience.

📌 Application/Production Support Lead - ITIL/ITSM Framework (India)
🏢 Spectral Consultants
📍 India