Application Support Lead (Bank, Permanent)

Responsibilities

• Own and Manage L3 Support Issues: Act as the single point of contact for L3 issues, logging, tracking, and escalating tickets, ensuring timely resolution and communication during high-severity incidents.
• Coordinate with Internal and External Teams: Liaise with vendors, onshore development teams, and system owners for escalations, bug fixes, data/config changes, and recovery planning.
• Lead Operational Planning and Support Roster: Maintain offshore support schedules, ensure holiday/weekend/critical period coverage, and manage shift assignments.
• Oversee Change and Release Management: Conduct code reviews, validate change artifacts, assess risks, and represent changes in CAB meetings.
• Drive Incident and Problem Management: Lead root cause analyses, ensure implementation of preventive actions, and coordinate cross-team deployments and communications.

Requirements

• Extensive Experience in Application Support: Minimum 8 years in application support with 2–5 years in a senior or leadership L3 role, ideally within banking or financial services.
• Technical Expertise: Experience with Java development, SQL, and deployment/maintenance of Java cloud-native applications; familiarity with Newgen BPM, Kubernetes, OpenShift is a plus.
• Certifications and Methodologies: Professional certifications like PMP, PRINCE2, or ITIL are highly desirable; solid understanding of incident management and production support processes.
• Infrastructure & Architecture Knowledge: Good understanding of enterprise infrastructure components such as Load Balancers, Firewalls, API Gateways, High Availability, Monitoring & Logging.
• Team Coordination & Leadership: Proven experience managing or coordinating with offshore teams; proactive and self-motivated leader.

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