Senior Technical Lead — Application Production Support

Position overview

The Senior Technical Lead will act as the primary contact for end users for Level 1 and Level 2 support and will coordinate with infrastructure and development teams to ensure stable, performant production environments.

• Act as first-line contact for end users and provide Level 1 / Level 2 functional and technical support.
• Monitor production jobs and batches; proactively address batch failures and implement preventive measures.
• Troubleshoot and resolve production incidents; log and track incidents in the ticketing system and ensure timely communication to stakeholders.
• Coordinate with infrastructure, application development, and higher-level support teams for escalations and permanent fixes.
• Monitor and improve application availability and performance across presentation, application, middleware and database layers using available monitoring tools.
• Support application change delivery into staging and production according to agreed schedules.
• Participate in disaster recovery exercises and validate production resilience.
• Maintain clear documentation of processes, runbooks and incident resolutions for knowledge sharing.
• Perform access management and capacity monitoring for in-scope applications; provide recommendations on performance and capacity.
• Seek opportunities to automate operational tasks and standardize monitoring and release procedures in line with enterprise practices.
• Contribute to continuous improvement initiatives and help develop others through knowledge sharing.

• Minimum 10 years’ experience supporting Windows, Unix, or Linux infrastructure (Red Hat Enterprise Linux preferred).
• Strong SQL scripting experience for Oracle, Microsoft SQL Server or equivalent databases.
• Proven ability to troubleshoot core Linux issues (processes, ports, file searches, etc.).
• Experience producing clear technical documentation and knowledge-transfer materials.
• Bachelor’s degree or equivalent.
• At least 10 years of relevant professional experience.