L2 - Support Lead - Mexico

APPLICATION SUPPORT | JAVA | ITIL OPERATIONS
L2 - Support Lead - Mexico
Job Description Role Purpose
Lead L2 production support for a portfolio of business critical Java applications, ensuring service stability, timely incident resolution, proactive monitoring, operational governance, automation and effective collaboration across internal and external teams. Key Responsibilities

• Own end-to-end L2 application support for multiple Java-based applications and services across production and associated environments.
• Lead and coordinate support teams working across different applications, technologies, locations, and business functions.
• Monitor application health, availability, interfaces, logs, alerts, and infrastructure dependencies using enterprise monitoring tools.
• Identify and drive process improvement opportunities.
• Drive incident triage, impact assessment, prioritization, troubleshooting, service restoration, stakeholder communication, and closure in line with agreed SLAs.
• Perform detailed incident analysis and Root Cause Analysis (RCA) for recurring, high-impact, and critical incidents; track corrective and preventive actions to completion.
• Use ServiceNow for incident, problem, change, request, knowledge, and service-management workflows, ensuring tickets contain accurate diagnosis, actions, evidence, and closure details.
• Coordinate major incidents and escalations with application development, infrastructure, database, network, middleware, cloud, service desk, business, product, vendor, and client teams.
• Provide functional and technical guidance to support analysts; review troubleshooting quality, shift handovers, ticket hygiene, knowledge articles, and escalation decisions.
• Plan and validate production changes, releases, patches, configuration updates, and deployment activities in collaboration with development and platform teams.
• Drive proactive monitoring and preventive support by analyzing alerts, incident patterns, capacity indicators, application performance, and operational risks.
• Identify and implement automation opportunities for monitoring, alert correlation, log analysis, health checks, ticket enrichment, repetitive support tasks, reporting, and recovery activities.
• Create and maintain runbooks, SOPs, support models, application inventories, dependency maps, known-error records, troubleshooting guides, and knowledge-base articles.
• Prepare and present weekly and monthly service reports covering incidents, SLA performance, recurring issues, problem records, operational risks, automation progress, service improvements, and action status.
• Participate in operational reviews, service review meetings, problem-management forums, release readiness discussions, and continuous-improvement initiatives.
• Ensure adherence to ITIL processes, security requirements, audit controls, access-management standards, and organizational support procedures.
• Support team planning, workload distribution, shift/on-call coverage, capability development, cross-training, and succession readiness across the application portfolio.

• 5+ years of experience in application production support, including responsibility for leading multiple applications and coordinating different support teams.
• Strong hands-on experience supporting Java/J2EE applications, microservices, REST APIs, application servers, batch jobs, and distributed application environments.
• Strong troubleshooting skills using application logs, monitoring dashboards, SQL queries, API tools, and system metrics to isolate issues across application and integration layers.
• Experience in incident, problem, change, request, and knowledge management using ServiceNow.
• Experience managing major incidents, business-impacting outages, escalations, RCA, corrective actions, and stakeholder communications.
• Experience with proactive monitoring, alert management, service-health checks, trend analysis, and operational risk identification.
• Ability to collaborate effectively with internal teams, external vendors, clients, managed-service partners, and cross-functional technology groups.
• Experience preparing weekly/monthly operational reports and presenting service performance, risks, trends, and improvement actions to stakeholders.
• Working knowledge of SQL, Linux/Unix commands, scripting, CI/CD pipelines, deployment processes, cloud or container platforms, and monitoring/logging tools.
• Demonstrated experience in automation and continuous service improvement within application support operations.
• Strong written and verbal communication, ownership, prioritization, analytical thinking, and leadership skills.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• ITIL Foundation certification or practical experience working within ITIL-aligned support processes.
• Exposure to tools such as Dynatrace, AppDynamics, Grafana, Kibana, Azure Monitor, or similar monitoring and observability platforms.
• Experience with Azure.
• Experience supporting global operations, distributed teams, and business-critical applications across shifts or on-call models.