Job Overview:

We are looking for an experienced Application Support Lead / Team Lead to lead the application support function and ensure the availability, stability, and performance of critical business applications. The role will be responsible for L2/L3 application support, major incident management, technical troubleshooting, team management, stakeholder coordination, and continuous improvement. The candidate should have strong exposure to ITIL, Service Management, SQL/Database troubleshooting, application monitoring, Cloud, DevOps, and SRE practices.

Key Responsibilities:

Leadership & Team Management

- Lead, mentor, and develop a team of Application/IT Service Support Engineers.
- Allocate tickets, incidents, and technical activities across the team.
- Monitor team performance, productivity, SLA adherence, and ticket resolution.
- Conduct regular team meetings, KT sessions, performance reviews, and knowledge-sharing activities.
- Build a culture of ownership, accountability, and continuous learning.
- Manage workload distribution and ensure adequate support coverage.

Application & Production Support

- Provide L2/L3 support for critical business applications in production.
- Troubleshoot complex application, database, infrastructure, and integration issues.
- Monitor application availability, performance, health, and uptime.
- Analyse application logs, system logs, APIs, and database information to identify root causes.
- Coordinate with Development, QA, Infrastructure, Network, DBA, Cloud, and SRE teams for resolution.
- Support application deployments, patches, releases, and post-production validation.
- Participate in DR/BCP activities and periodic DR drills.

Incident & Major Incident Management

- Own and manage P1/P2/Major Incidents from identification through resolution.
- Lead incident bridges and coordinate multiple resolver groups during critical issues.
- Ensure timely escalation and communication to customers, business stakeholders, and management.
- Perform technical troubleshooting and drive incidents towards resolution with SLA.
- Conduct RCA,



Corrective Action and Preventive Action (CAPA) for recurring and major incidents.
- Identify recurring incidents and drive Problem Management activities.

ITIL & Service Management

- Follow and improve Incident, Problem, Change, Request, and Major Incident Management processes.
- Ensure compliance with ITIL best practices and organizational processes.
- Manage SLA commitments and service performance.
- Track KPIs, ticket ageing, backlog, response/resolution time, availability, and recurring incidents.
- Participate in CAB/Change Management activities.
- Maintain SOPs, runbooks, knowledge articles, and support documentation.

Cloud & DevOps

- Provide application support in Microsoft Azure and AWS environments.
- Monitor and troubleshoot applications hosted on cloud platforms.
- Work with Cloud/DevOps teams on application deployment and production issues.
- Valuable understanding of CI/CD, Jenkins/Git, deployment and release management.
- Support containerized applications using Docker/Kubernetes where applicable.
- Understand monitoring, automation, and operational aspects of DevOps.

Database Support

- Perform SQL-based troubleshooting and backend data validation.
- Analyse database-related application issues and performance problems.
- Execute queries/stored procedures for troubleshooting and investigation.
- Analyse application and database logs.
- Coordinate with DBA teams for complex database issues, performance problems, patches, and changes.
- Working knowledge of SQL Server/Oracle/PostgreSQL/MySQL is preferred.

Monitoring & SRE

- Monitor application health, availability, performance, and infrastructure alerts.
- Work with monitoring tools such as Splunk, Dynatrace, Grafana, Datadog,



AppDynamics, SolarWinds, or equivalent.
- Understand basic SRE principles and practices.
- Good understanding of SLA, SLI, and SLO concepts.
- Work closely with SRE/Infrastructure teams to improve reliability, availability, and observability.
- Identify opportunities for alert optimization, automation, and reduction of recurring incidents.

Business & Stakeholder Management

- Collaborate with business users to understand application issues and business requirements.
- Act as the primary technical point of contact during critical incidents.
- Communicate technical issues and resolutions clearly to technical and non-technical stakeholders.
- Coordinate with vendors and third-party support teams where required.
- Conduct periodic service reviews and provide support performance reports.

Must-Have Technical Skills

Application/Production Support | L2/L3 Support | Major Incident Management | ITIL | Incident Management | Problem Management | Change Management | RCA | SLA/KPI Management | SQL/Database Troubleshooting | Application Monitoring | ServiceNow/Jira | AWS | Azure | DevOps | CI/CD | Jenkins | Docker | Kubernetes | Linux/Unix | Application Logs | API Troubleshooting | SRE | SLI/SLO.

Good-to-Have Skills

Splunk | Dynatrace | Grafana | Datadog | AppDynamics | SolarWinds | Python/Shell Scripting | Terraform | Ansible | Oracle | SQL Server | PostgreSQL | MySQL

Required Skills:

- 7+ years of experience in Application Support / Production Support / IT Operations.
- At least 2-3 years of experience in a Lead/Team Lead capacity.
- Experience managing L2/L3 support teams and critical production applications.
- BFSI, Healthcare, Retail, or other enterprise application support experience is preferred.

Qualifications & Certifications

- Bachelors degree in computer science, IT, Engineering, or a related field.
- ITIL certification preferred.
- AWS/Azure, DevOps, SRE, or other relevant technical certifications will be an added advantage. with cloud platforms and services (e.g., AWS, Azure).

📌 Application Support Team Lead (Ahmedabad)
🏢 PARKAR GLOBAL TECHNOLOGIES
📍 Ahmedabad