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

Positive 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.

📌 Lead Application Support Engineer (India)
🏢 Aspire Talent Innovations
📍 India