The Application Support Lead (Level 2) is responsible for ensuring the stability, performance, and availability of business-critical applications. This role leads the L2 support team, manages incident and service requests resolution, coordinates with L1 and L3 teams, and ensures adherence to SLAs. The ideal candidate combines strong technical troubleshooting skills with leadership capabilities to drive continuous service improvement.
Key Responsibilities
Incident, service request & Problem Management
- Act as primary escalation point for Level 2 application issues
- Analyse and troubleshoot complex incidents and service requests escalated from L1 support
- Perform root cause analysis (RCA) and implement corrective actions
- Ensure timely resolution in line with SLAs
- Coordinate with L3 teams, and development teams when required
- Lead major incident bridge calls and communication updates
Monitoring & Service Stability
- Monitor application health, logs, batch jobs, APIs, and integrations
- Identify recurring issues and drive proactive fixes
- Maintain high system availability and performance
- Review alerts from monitoring tools
Team Leadership
- Lead and mentor L2 support analysts
- Allocate workload and manage shift schedules
- Conduct knowledge transfer sessions
- Provide technical guidance and best practices
- Participate in hiring, onboarding, and performance reviews
Change & Release Support
- Support deployment activities and release validations
- Assess impact of code changes on application stability
- Validate rollback plans and release documentation
Documentation & Knowledge Management
- Maintain troubleshooting guides
- Document known errors and workarounds
- Ensure knowledge base is updated for L1 team enablement
Stakeholder Communication
- Provide regular updates to business stakeholders
- Prepare incident, service request reports and service performance metrics
- Collaborate with product owners, developers, and infrastructure teams