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.
- Solid 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