Website : http://www.unfyd.com

Role: Application Support Lead (Male candidates only)

Languages - English & Hindi both mandatory.

Location: Bangalore

Job Type: Full-time

We are seeking an experienced and results-oriented Application Support Lead to join the UNFYD team. The Application Support Lead will be responsible for ensuring the stability, availability, performance, and reliability of UNFYD applications and platforms across production environments.

The role will involve leading the application support function, managing critical incidents and escalations, coordinating with Product, Engineering, DevOps, and Infrastructure teams, and ensuring timely resolution of application issues in line with defined SLAs.

The ideal candidate should have strong technical troubleshooting skills, hands-on experience with SQL and application servers, excellent stakeholder management capabilities, and the ability to lead a support team in a fast-paced product environment.

Key Responsibilities

- Lead and manage the Application Support function, ensuring smooth and reliable operation of UNFYD applications.
- Own application support activities across production and non-production environments.
- Monitor application health, availability, performance, and system alerts to proactively identify and address potential issues.
- Manage L1/L2/L3 support coordination, ensuring incidents and service requests are resolved within defined SLAs.
- Take ownership of critical incidents, escalations, and production issues, coordinating with relevant technical and business teams.
- Perform and drive Root Cause Analysis (RCA) for recurring and critical incidents and ensure corrective and preventive actions are implemented.
- Collaborate closely with Product, Engineering, QA, DevOps, Infrastructure, and Database teams to investigate and resolve complex application issues.
- Coordinate application deployments, releases, patches, upgrades, and configuration changes in collaboration with Engineering and DevOps teams.
- Review production changes and support release and change management processes to minimize operational risks.
- Troubleshoot application issues using SQL queries, application logs, server logs, monitoring tools, and system diagnostics.
- Write, review,



and optimize SQL queries for application troubleshooting, data validation, and issue analysis.
- Support and maintain application server environments such as Apache Tomcat, JBoss, WebSphere, or equivalent platforms.
- Ensure appropriate monitoring, alerting, capacity, availability, and performance management for supported applications.
- Establish and maintain support processes, SOPs, troubleshooting guides, knowledge base articles, and operational documentation.
- Track and report support metrics such as SLA compliance, incident trends, recurring issues, MTTR, application availability, and backlog.
- Identify opportunities for automation and process improvements to reduce manual intervention and recurring incidents.
- Mentor and guide application support team members, providing technical direction and helping improve their troubleshooting capabilities.
- Act as a key point of contact for internal stakeholders and customers during critical application incidents and escalations.
- Participate in on-call and production support activities as required.
- Ensure adherence to application support, security, change management, and operational best practices.
- Stay updated with emerging technologies and industry practices relevant to application support, cloud, DevOps, monitoring, and enterprise software platforms.
- Train, monitor, guide & understand the team for smooth support operations.

Requirements

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 5+ years of experience in Application Support, Production Support, Technical Support, or a related role, preferably within a product or enterprise software environment.
- Prior experience in a lead, senior support, or team coordination role is preferred.




- Strong hands-on knowledge of SQL and experience troubleshooting applications using database queries.
- Good understanding of application servers such as Apache Tomcat, JBoss, WebSphere, or equivalent.
- Strong understanding of SDLC, incident management, problem management, change management, and release management processes.
- Experience handling production incidents, critical escalations, RCA, and SLA-driven support environments.
- Good understanding of application logs, server logs, APIs, integrations, and troubleshooting methodologies.
- Working knowledge of Linux/Unix environments and basic shell scripting is preferred.
- Exposure to cloud platforms, DevOps practices, CI/CD pipelines, monitoring, and logging tools is an added advantage.
- Knowledge of Java/J2EE applications is preferable.
- Strong analytical and problem-solving skills with the ability to troubleshoot complex production issues.
- Excellent communication, stakeholder management, and interpersonal skills.
- Ability to lead, mentor, and coordinate technical support teams effectively.
- Solid ownership, accountability, and decision-making skills.
- Ability to work independently and effectively in a fast-paced product organization.
- Willingness to participate in production support/on-call rotations when required.
- Generate Reports.

Preferred Qualifications

- Experience working with SaaS, enterprise applications, CRM, customer experience, contact center, or digital transformation products.
- Experience managing application support teams and coordinating with multiple technical functions.
- Familiarity with ITIL-based incident, problem, and change management practices.
- Experience with monitoring and observability tools.
- Experience with cloud environments such as AWS, Azure, or GCP.
- Exposure to containerization technologies such as Docker/Kubernetes is an added advantage.

What You'll Do at UNFYD As an Application Support Lead at UNFYD, you will play a key role in ensuring our products remain stable, scalable, available, and reliable for customers. You will combine technical troubleshooting with team leadership and stakeholder management to drive faster incident resolution, reduce recurring issues, and continuously improve the overall support experience.

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