Experience:
6–9 Years Work

Location:
Kochi, Kerala Work Schedule: 24/7 Rotational Shifts Role Summary We are looking for an experienced L2 Application Support Lead to oversee production application support operations, manage technical incidents, and ensure service availability across business-critical applications. The ideal candidate should have strong hands-on experience in Java or Python-based application support, Linux environments, incident management, and SLA-driven support operations. The candidate will be responsible for coordinating support activities, managing shift operations, handling escalations, and ensuring timely resolution of production issues.

Key Responsibilities
• Lead and coordinate L2 application support operations, ensuring smooth day-to-day production support.
• Manage critical incidents, troubleshoot application issues, and drive timely resolution within defined SLAs.
• Provide technical support for Java/Python-based applications and troubleshoot backend-related issues.
• Perform application log analysis, identify root causes, and coordinate with development and infrastructure teams for issue resolution.
• Manage shift schedules, workload distribution, and handovers across 24/7 support teams.
• Monitor incident queues,



prioritize tickets, and ensure adherence to SLA and operational KPIs.
• Handle escalations from L1/L2 support teams and coordinate with relevant stakeholders during critical incidents.
• Drive incident reviews, root cause analysis (RCA), and preventive measures to minimize recurring issues.
• Ensure proper documentation of incidents, resolutions, operational procedures, and knowledge articles. Required Skills & Experience
• 6–9 years of experience in Application Support, Production Support, or Technical Support.
• Robust experience in L2 production/application support environments.
• Good working knowledge of Java or Python-based applications.
• Strong understanding of Linux commands, log analysis, and application troubleshooting.
• Hands-on experience in Incident Management, Problem Management, and SLA Management.
• Experience managing support teams, shift operations, and escalation processes.
• Good understanding of IT service management and production support workflows.
• Excellent communication, coordination, and stakeholder management skills.
• Willingness to work in 24/7 rotational shifts

📌 Application Support Lead (Kochi)
🏢 Astek
📍 Kochi