Application Support Lead

Job Descritpion of Application Support Lead

8+ Years Relevant Experience

We are seeking an experienced Application Support Lead with over 8 years of hands-on expertise in production support, incident management, and performance monitoring. The ideal candidate should possess strong problem-solving capabilities, leadership qualities, and a deep understanding of modern monitoring and alerting tools, API troubleshooting, and SLA/KPI compliance. You will lead a team of support engineers, ensuring the stability, performance, and reliability of production systems.

Key Responsibilities:

• Lead and coordinate day-to-day application support activities for production environments.
• Use tools like Postman to troubleshoot API/web page issues and understand HTTP response codes (2xx, 3xx, 4xx, 5xx).
• Leverage monitoring/reporting tools such as Grafana, Coralogix, Datadog for system performance and health checks.
• Analyze and optimize key business performance indicators (KPIs) and service level metrics.
• Collect and analyze performance data to perform root cause analysis (RCA) and implement corrective and preventive actions (CAPA).
• Drive incident resolution and ensure SLA adherence with proper documentation and tracking.
• Train new team members, set clear expectations on SOPs/SLAs, and perform regular knowledge-sharing sessions.
• Proactively identify and suggest process improvements or automation opportunities.
• Collaborate with cross-functional teams and stakeholders to resolve issues and implement improvements.
• Maintain a clear view of personal and team priorities and tasks; manage a 3–5 member team effectively.
• Participate in Agile ceremonies and provide support documentation and backlog grooming when needed.

Required Skills & Qualifications:

• 8+ years of experience in application/production support and leading support teams.
• Hands-on experience with Postman and API troubleshooting.
• Familiarity with HTTP status codes and common server error diagnostics.
• Proficiency in tools such as Grafana, Datadog, Coralogix, or similar.
• Strong troubleshooting, debugging, and performance-tuning abilities.
• Experience in incident management, change control processes, and technical documentation.
• Strong leadership, organizational, and communication skills.
• Ability to function both independently and collaboratively in a fast-paced environment.

Good to Have:

• Experience with automation scripting/tools to reduce manual effort.
• Working knowledge of AWS cloud services, including alert configuration and tracing in APM/log aggregation tools (e.g., ELK, Splunk).
• Familiarity with Agile methodologies, Kanban, and JIRA.
• Understanding of CI/CD pipelines and DevOps culture.

Required Skills for Application Support Lead Job

postman

Grafana

Coralogix

Datadog