Job Title: Application Support Lead (L3 / Production Support)

Role Summary

We are seeking a proactive and ownership-driven Application Support Lead to oversee production stability, incident management, and continuous improvement for enterprise applications. This role goes beyond traditional support, focusing on preventing issues, driving root cause resolution, and improving system reliability across the application landscape.

The ideal candidate brings strong production support experience, excellent SQL and application troubleshooting skills, and a mindset centered on operational excellence, business continuity, and system reliability.

Key Responsibilities

Production Stability & Ownership

• Own the end-to-end health and stability of critical production applications.

• Monitor system performance, batch jobs, and integrations proactively.

• Identify operational risks and prevent incidents before they occur.

• Ensure high availability and reliability of business-critical systems.

Incident & Problem Management

• Lead L2/L3 incident triage, troubleshooting, and resolution activities.

• Coordinate war rooms and bridge calls for high-severity incidents (P1/P2).

• Conduct detailed Root Cause Analysis (RCA) and drive permanent corrective actions.

• Reduce recurring issues through systematic process and technical improvements.

Monitoring & Observability

• Utilize monitoring and observability tools such as Splunk, Dynatrace, App Insights, and similar platforms for:

  • Log analysis

  • Performance monitoring

  • Trend analysis and anomaly detection

• Improve alerting effectiveness and reduce false positives.

• Develop dashboards and reporting mechanisms for real-time visibility into application health.

Application & Data Troubleshooting

• Troubleshoot and debug issues across:

  • .NET Applications and APIs

  • Batch processing systems (SSIS or equivalent)

  • Database and integration layers

• Utilize SQL extensively to:

  • Analyze production data issues

  • Support reconciliation and validation activities

  • Verify system behavior and data integrity

Continuous Improvement & Automation

• Identify opportunities to automate repetitive support and operational tasks.

• Develop and maintain operational runbooks and support playbooks.

• Improve key support metrics such as MTTR and incident recurrence.

• Drive operational excellence initiatives and support process improvements.

Release & Environment Management

• Support production deployments and post-release validation activities.

• Perform smoke testing and environment health checks.

• Ensure application stability across environments and dependent systems.

• Coordinate release readiness and rollback planning when necessary.

Cross-Functional Collaboration

• Partner with Development, Infrastructure, Database, Cloud, and Vendor teams.

• Own issues end-to-end and drive resolution across multiple teams.

• Serve as a liaison between technical teams and business stakeholders.

Stakeholder Communication

• Provide timely and concise communication during incidents.

• Clearly articulate technical issues and business impact to stakeholders.

• Present RCA findings, mitigation plans, and improvement initiatives to leadership.

Required Skills & Experience

Core Technical Skills (Must-Have)

• 10+ years of experience in Application Support, Production Support, or Site Reliability functions.

• Strong experience supporting enterprise applications in a production environment.

• Proven expertise in Incident Management and Root Cause Analysis (RCA).

• Advanced SQL querying, troubleshooting, and data analysis skills.

• Experience with monitoring and observability platforms such as:

  • Splunk

  • Dynatrace

  • Azure Application Insights

  • Similar monitoring tools

• Working knowledge of:

  • .NET Applications and REST APIs

  • Batch Processing Systems (SSIS or equivalent)

  • Database troubleshooting and support

Leadership & Behavioral Skills

• Strong ownership mindset with a focus on long-term stability rather than ticket resolution.

• Highly proactive in identifying and mitigating production risks.

• Excellent communication and stakeholder management abilities.

• Proven capability to lead incident bridges and coordinate cross-functional teams.

• Strong analytical, troubleshooting, and decision-making skills.