Application Support Lead - Level 2

Job Description

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

Qualifications

Technical Skills

• Strong experience in Application Support / Production Support
• Understanding of:
  • Incident, Problem and service requests
  • Batch job monitoring
  • REST/SOAP services
• Familiarity with cloud platforms (AWS, Azure) is a plus

Soft Skills

• Strong analytical and problem-solving ability
• Leadership and team mentoring skills
• Excellent communication and stakeholder management
• Ability to work under pressure in production environments
• Strong prioritization and decision-making skills

Experience

• 6–10 years of experience in Application/Production Support
• 2+ years in L2 support role or team lead role
• Experience working in SLA-driven environment
• Experience supporting enterprise or customer-facing applications

KPIs / Success Metrics

• Incident and service request resolution time
• SLA compliance
• Reduction in recurring incidents
• Knowledge base quality
• Team performance and productivity

Additional Information

Why SGS?

• Join a globally recognized leader in the Testing, Inspection, and Certification (TIC) industry.
• Flexible schedule and hybrid work model (on average 2 days per week in the office, with flexibility when needed).
• Continuous learning opportunities through SGS University and Campus.
• Open, collaborative, and supportive working culture with real opportunities for growth.

Based in Alabang, Muntinlupa, Philippines