Applications Support Lead - L2/L3

Job ID SNS-1053 Posted On 26-Feb-2026 (196 days ago) Job type Contract Sector Technology - Administrate onsite L2/L3 operations for Smart Services Solutions to ensure high availability, performance, security, and compliance of platforms and supporting Applications Services and Backend Infrastructure. Manage and Own end-to-end production support, monitoring, incident/problem management, vendor coordination, change execution, and continuous improvement across Smart Services technologies [EV, IoT, Signage, IBMS, Irrigation, Environmental Package, Security System, Emergency Solutions, integrations, and related components). - Lead and manage the L2 and L3 Support Operations around the clock. - Ensure SLAs & KPIs are achieved as per contract (uptime, response time, stability). - Conduct and govern daily application and platform health checks (apps, services, integrations, jobs, dependencies). - Maintain and continuously improve runbooks (startup/shutdown, failover, troubleshooting, known errors, escalation matrix). - Build/maintain monitoring coverage: dashboards, alerts, and smart rules aligned with business requirements. - Proactively analyze logs/metrics to detect degradation trends and prevent outages. - Automate operational routines and housekeeping tasks to reduce manual work and repeat incidents. - Incident, Problem & RCA Management (L2/L3) - Own the incident lifecycle end-to-end: triage, diagnosis, workaround, permanent fix coordination. - Drive stakeholder communications, status updates, and restoration timelines. - Lead RCA collection for major incidents and ensure corrective/preventive actions are tracked and closed. - Application, Platform & Server Administration - Manage application services, service accounts, scheduled tasks, configurations, and environment parameters. - Perform OS-level administration for application servers (Windows/Linux): restarts, capacity checks (CPU/RAM/Disk), performance tuning, and hardening alignment. - Coordinate and execute platform/application patching and upgrades with validation and rollback readiness. - Validate backups and restore readiness with relevant infra teams. - Change, Release, Testing & Acceptance - Prepare and manage Change Requests (CRs): impact, risk, rollback, implementation steps, and maintenance windows execution. - Coordinate testing, deployments, smoke tests, and obtain stakeholder acceptance/sign-off. - Maintain change calendar and ensure stakeholder notifications. - Security, Compliance & Governance - Ensure platforms comply with Enterprise Architecture, Cybersecurity controls, and government regulations. - Coordinate vulnerability remediation through patching and configuration fixes. - Manage and renew SSL/TLS certificates (CSR, PFX/PEM, TLS configuration) and prevent expiry incidents. - Ensure access controls follow least privilege, approvals, and audit requirements. - Stakeholder, Vendor & Business Coordination - Act as primary onsite interface for vendors: raise tickets, follow up, enforce timelines, and escalate as needed. - Coordinate with stakeholders for new integrations and deployments. - Engage business owners to capture requirements and ensure delivery alignment. - Documentation, Reporting & Service Performance - Maintain inventory of applications, servers, versions, certificates, licenses, and integrations. - Generate agreed performance and business reports (weekly/monthly): availability, SLA adherence, incidents, recurring issues, improvement actions. - Maintain as-built documentation and service maps (components + dependencies). - License & Certificate Management - Own application licensing tracking, renewals, compliance, and vendor alignment. - Maintain certificate renewal plan, expiry tracking, and evidence documentation. - Continuous Improvement - Identify key operational improvements (monitoring enhancements, automation, thresholds). - Reduce repeat incidents through preventive maintenance and root-cause elimination.

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