L2 Application Support Lead

ABOUT CoorB We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry. OUR OPPORTUNITY We are seeking a highly skilled L2 Application Support Lead to oversee and manage our critical application support operations. The ideal candidate will lead the L2 support function, ensuring timely resolution of complex incidents, seamless coordination across technical teams, and continuous improvement of system reliability and performance. This role is essential in maintaining application stability, managing escalations, and ensuring that SLAs are consistently met across the support lifecycle. YOU WILL Serve as the primary escalation point for complex incidents raised from L1 and internal teams. Lead and mentor L2 support engineers, ensuring proper incident handling and knowledge-sharing. Ensure all incidents, service requests, and problem tickets are managed within SLA timelines. Perform in-depth analysis and troubleshooting across mobile applications, backend services, and database systems. Conduct root cause analysis (RCA) using host logs, database queries, OpenShift, and Splunk. Monitor system performance and application logs to proactively identify issues before they impact users. Assign and follow up on bugs with development, operations, and infrastructure teams, ensuring timely closure. Collaborate with networking, DevOps, and platform teams to resolve cross-system issues. Participate in incident review meetings and provide technical insights on recurring issues. Use SQL queries to investigate and resolve database-related issues (Oracle preferred). Work within OpenShift environments for container management and troubleshooting. Analyze and interpret logs using Splunk for both application and infrastructure layers. Understand microservices architecture and Java Spring–based systems to support distributed applications. Prepare regular incident, RCA, and performance reports for management. Maintain clear documentation of issues, resolution steps, follow-ups, and knowledge base articles. Identify opportunities for process improvement, automation, and system hardening. Requirements TO BE SUCCESSFUL IN THE ROLE YOU NEED Bachelor’s degree in Computer Science, Software Engineering, or related field. 5–7 years of experience in application support or technical support roles, ideally within digital banking or financial services. Previous experience in leading L2 support teams or acting as a senior support engineer. Strong communication and stakeholder management skills, with the ability to simplify complex technical concepts. Hands-on experience with Java Spring applications. Strong SQL querying skills (Oracle preferred). Experience with OpenShift for container orchestration and Splunk for log analysis. Proven ability to troubleshoot across multiple systems and technology layers (Java Spring, SQL, microservices, containers, logs). Excellent problem-solving abilities, attention to detail, and logical thinking. Ability to understand and work with backend workflows, microservices, and integrations.