Application Support Lead
Location: Pune, Maharashtra, India Openings: 2 Employment: Full-time Experience: 10–13 years (minimum 12 years of IT experience, including at least 5 years managing Application Support teams)
Role Purpose
Lead the Application Support team responsible for business-critical enterprise applications. Manage and develop support engineers, ensure adherence to processes and service targets, direct technical incident investigations, and use support data to drive application improvements. The role requires current hands-on diagnostic ability with Microsoft .NET applications, working knowledge of Azure, and ownership of Incident and Problem Management.
Key Responsibilities
- Lead, coach, and mentor Application Support Engineers, working alongside them on complex troubleshooting and incidents.
- Set responsibilities, objectives, and competency expectations; create development plans; and run one-to-ones, technical case reviews, and knowledge sessions.
- Manage work allocation, coverage, handovers, and escalation paths for 24/7, multi-time-zone support, including weekend and public-holiday coverage. Participate in the on-call rotation for P1/P2 incidents.
- Own Incident, Problem, Service Request, and Knowledge Management activities, and govern team compliance with Change Management procedures.
- Ensure adherence to SLAs, OLAs, priorities, escalation procedures, runbooks, and communication standards; define and review support-team decision rights.
- Lead incident triage, coordination, and complex troubleshooting across applications, databases, APIs, integrations, and Azure application components.
- Lead root-cause analysis for recurring or high-impact incidents, conduct post-incident reviews for P1/P2 incidents, and drive corrective and preventive actions to completion.
- Define and report KPIs, including incident volume, SLA achievement, acknowledgement and restoration times, ticket age, repeat incidents, problem backlog, availability, and action closure.
- Diagnose issues in C#, ASP.NET, .NET/.NET Core, REST APIs, and IIS using source code, logs, SQL, traces, and telemetry. Guide engineers in using Azure Monitor, Application Insights, and Log Analytics.
- Work with Product, Development, and DevOps teams before releases on support plans, validation, rollback, and post-deployment monitoring.
- Turn recurring incidents and customer issues into improvement proposals; maintain an improvement register and identify automation opportunities.
- Act as the primary Application Support contact for service performance, incidents, risks, and improvement actions; coordinate stakeholders and external providers.
Required Experience and Skills
- At least 12 years of IT experience, including hands-on enterprise Application Support experience.
- At least 5 years managing, coaching, and developing Application Support teams, or equivalent formal technical-lead experience.
- Recent hands-on production incident diagnosis within the past two years.
- Experience supporting business-critical customer-facing or business-facing applications.
- Strong C# and Microsoft .NET diagnostic fluency, including reading and tracing code and interpreting logs, traces, and telemetry.
- Proven ownership of Incident and Problem Management, including coordination, root-cause analysis, action tracking, and reducing recurring incidents.
- Experience governing Change Management compliance and defining and reporting SLAs and Application Support KPIs.
- Working knowledge of Azure-hosted applications and Azure monitoring tools.
- Strong SQL Server diagnostic and query troubleshooting skills.
- Working knowledge of REST APIs, JSON, IIS, CI/CD pipelines, Git-based source control, and release controls.
- Experience collaborating with Product, Development, DevOps, Cloud, business stakeholders, and external providers.
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