Application Support Lead

About the role

The Application Support Lead ensures the stability, reliability and performance of critical trade and customs applications. Reporting to senior IT management, the role oversees Level 1‑3 support, incident handling and continuous service availability across two sites.

Key responsibilities

• Lead end‑to‑end support operations, guaranteeing SLA compliance and system uptime.
• Manage Level 2 and Level 3 incidents, coordinating with development, infrastructure and database teams for rapid resolution.
• Monitor system health and transaction flows using enterprise monitoring tools.
• Mentor and schedule a team of support engineers, fostering knowledge sharing and root‑cause analysis.
• Log, prioritize and resolve incidents following ITIL best practices.
• Produce performance and incident reports for management and stakeholders.
• Collaborate on patches, enhancements and releases, ensuring thorough testing and documentation.
• Work with information security to assess vulnerabilities and implement remediations.
• Maintain audit logs, documentation and user guides in line with regulatory standards.

Required profile

• Bachelor’s or master’s degree in Computer Science, Information Systems or a related field.
• Minimum 8 years of experience in application support, system administration or similar roles.
• Proven ability to lead support teams and manage shift coverage.
• Strong analytical skills for root‑cause analysis and process improvement.

Required skills

• ITIL framework knowledge.