Application Support Lead

Job Title: Application Support Lead (L2)

Location: Mumbai Office

Role Summary

We are seeking an experienced Application Support Lead (L2) to anchor our Mumbai-based support team of seven engineers. This role is the nerve center of our application operations — you will own incident response, drive resolution, mentor junior staff, and partner with development and business teams to ensure 24×7 stability of our digital retail ecosystem. The ideal candidate blends strong technical depth with leadership capability and a service-first mindset.

Key Responsibilities

Leadership & Operations

• Coach, and develop a team of 7 L1 Application Support Engineers, setting daily priorities and managing workloads.
• Define and enforce support processes, escalation paths, and SLA/SLO frameworks across all platforms.
• Create and maintain a roster for on-call coverage across business-critical periods (sales, launches, festive seasons).
• Serve as the primary escalation point for P1/P2 incidents, driving swift resolution and clear stakeholder communication.

Incident & Problem Management

• Own the end-to-end incident management lifecycle — detection, triage, resolution, RCA, and post-mortems.
• Investigate complex application issues across 30+ websites, 60+ retail store, OMS, and CMS environments; coordinate cross-team fixes.
• Maintain an incident knowledge base and drive problem management to address recurring defects permanently.
• Track MTTR, MTTA, and ticket volume metrics; report weekly to IT leadership.

Platform & Application Support

• Provide L2 support for web storefronts (30+ sites and 60+ retail stores), in-house OMS, and CMS covering application configuration, data fixes, integration issues, and performance degradation.
• Monitor application health dashboards, logs (Splunk/ELK or similar), and alerts; proactively address anomalies before they impact customers.
• Manage release readiness, validate deployments in staging, support go-live activities, and rollback if required.
• Liaise with third-party vendors (payment gateways, logistics APIs, CDN providers) for incident resolution.

Process Improvement & Collaboration

• Identify automation opportunities to reduce repetitive manual tasks and ticket volumes (scripts, runbooks, self-service tooling).
• Collaborate with Development and QA teams to improve release quality and supportability of new features.
• Maintain comprehensive runbooks, SOPs, and application documentation for all critical platforms.
• Work closely with business stakeholders (Merchandising, Marketing, Operations) to understand and anticipate support demand.

About You

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 5–8 years of experience in application support, with at least 2 years in a team lead or senior L2 role.
• Proven experience supporting e-commerce platforms or digital retail environments at scale.
• Hands-on experience with OMS or CMS platforms (proprietary or commercial, e.g. Salesforce Commerce Cloud, Magento, custom-built).
• Demonstrated track record of managing support teams and driving SLA compliance.

Technical Skills

• Strong working knowledge of web application architecture (front-end, back-end, APIs, databases).
• Proficiency in SQL, Mariadb ability to write and execute queries for data investigation and minor fixes.
• Experience with log analysis and monitoring tools (Wazuh, Sematext, Datadog, Dynatrace, or equivalent).
• Familiarity with ITSM tools (Jira Service Management, Freshdesk, or equivalent).
• Basic scripting ability (Python, Bash, or PowerShell) for automation and data extraction.
• Understanding of REST APIs, JSON/XML — ability to trace integration issues between systems.
• Knowledge of cloud platforms (AWS ) and CDN technologies is a plus.
• Good to have understanding of PHP

Leadership & Soft Skills

• Strong leadership presence with the ability to inspire confidence in a team under pressure.
• Exceptional communication skills — able to translate technical issues clearly for non-technical business stakeholders.
• High ownership mindset: self-driven, accountable, and solutions-oriented.
• Ability to manage multiple high-priority incidents simultaneously without losing quality or composure.
• Customer-centric approach — understands the impact of support quality on brand perception in the luxury segment.

Good to Have

• Experience in the luxury retail, fashion, or jewelry industry.
• ITIL Foundation certification or higher.
• Exposure to multi-currency, multi-locale e-commerce operations.
• Familiarity with Agile/Scrum delivery frameworks.
• Prior experience in a 30+ website / multi-brand digital portfolio environment.