Lead Application Support Specialist

Location: Remote

Job Summary

We are seeking a Lead Application Support Specialist to oversee the support, maintenance, and continuous improvement of business-critical applications. The ideal candidate will lead a support team, ensure timely resolution of incidents, manage application performance, and collaborate with cross-functional teams to deliver reliable and high-quality application support services.

Key Responsibilities

• Lead the day-to-day application support function for business-critical applications.
• Manage and prioritize incidents, service requests, and problem tickets in accordance with defined SLAs.
• Perform root cause analysis and coordinate resolution of recurring application issues.
• Monitor application health, availability, and performance to ensure optimal system reliability.
• Collaborate with development, infrastructure, database, and business teams to resolve complex technical issues.
• Coordinate application releases, deployments, and post-release support activities.
• Maintain application support documentation, knowledge base articles, and standard operating procedures.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Mentor and guide junior application support team members.
• Participate in on-call support and major incident management as required.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience supporting enterprise applications in production environments.
• Strong understanding of incident, problem, and change management processes.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
• Knowledge of SQL for troubleshooting and data analysis.
• Familiarity with application logs, monitoring, and performance analysis.
• Experience working with Linux and/or Windows server environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications

• Experience supporting cloud-based applications (AWS, Azure, or Google Cloud).
• Knowledge of scripting languages such as PowerShell, Bash, or Python.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or Prometheus.
• Familiarity with DevOps practices and CI/CD pipelines.
• ITIL Foundation certification is preferred.
• Experience in financial services, healthcare, retail, or other regulated industries is a plus.

Technical Skills

• Application Support
• SQL
• ServiceNow / Jira Service Management
• Linux and Windows Administration
• Log Analysis
• Splunk / Dynatrace / AppDynamics / Grafana
• PowerShell / Bash / Python (preferred)
• CI/CD Tools
• Cloud Platforms (AWS, Azure, Google Cloud)