L2 Application Production Support Engineer Lead

Position Summary

Key Responsibilities

• Lead L2 application production support across enterprise applications and critical production environments.
• Monitor, troubleshoot, and resolve complex production application issues while ensuring availability and stability.
• Diagnose and resolve integration issues involving REST APIs, SOAP services, XML, Web APIs, and system-to-system communication.
• Troubleshoot SSL/TLS certificate issues including renewals, handshakes, and chain-of-trust problems.
• Troubleshoot applications and services on Linux/Unix environments using command-line tools.
• Work with DevOps teams to support CI/CD pipelines and automated application deployments.
• Participate in Business Continuity Management and Disaster Recovery activities.
• Write and execute advanced SQL queries to investigate incidents and validate data integrity.
• Lead the L2 incident lifecycle and coordinate with L3, infrastructure, database, security, integration, and DevOps teams.
• Manage incidents and service requests through ServiceNow and Jira within SLA requirements.
• Provide technical guidance and leadership to L2 application support engineers.
• Identify opportunities for automation, monitoring improvements, and proactive incident prevention.

Technical Requirements

• Strong experience in Application Production Support / L2 Application Support.
• REST APIs, SOAP Web Services, Web API troubleshooting, XML, and system integration.
• SSL/TLS configuration and troubleshooting, digital certificates, and secure data transmission.
• Linux/Unix administration and command-line troubleshooting, log analysis.
• SQL and advanced database querying, database troubleshooting, and data-integrity validation.
• DevOps practices, CI/CD pipelines, automated deployment, and production release support.
• Business Continuity Management, Disaster Recovery, and High Availability concepts.
• Incident Management, Problem Management, Root Cause Analysis, ITSM processes, and SLA management.
• ServiceNow and/or Jira, Postman, curl, and Git.
• Strong understanding of production security and operational controls.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, Information Systems, or a related field.
• 12+ years of relevant experience in Application Production Support, Technical Operations, Application Support, Systems Integration, or related areas.
• Proven experience leading L2 application support or production support teams.
• Strong experience supporting complex, business-critical enterprise applications.
• Proven experience troubleshooting APIs, integrations, databases, Linux environments, and application connectivity issues.
• Experience handling major production incidents and coordinating resolution across multiple technical teams.
• Good understanding of BCM, Disaster Recovery, High Availability, and production resilience.
• Strong analytical, troubleshooting, problem-solving, and root-cause-analysis capabilities.
• Strong communication, stakeholder-management, incident-coordination, and technical-leadership skills.

Nice to Have

• Hands-on experience with IBM DataPower Gateway.
• Experience supporting crypto profiles, multi-protocol gateways, WS-Security, AAA policies, and XML/JSON transformations within IBM DataPower environments.
• Red Hat Certified System Administrator (RHCSA) or similar Linux certification.
• CompTIA Security+ or similar security certification.
• ITIL Foundation certification.
• Experience supporting highly available and mission-critical enterprise applications.
• Experience with production monitoring, observability, and proactive incident prevention.
• Experience driving operational automation and continuous service improvement.