About the job
The Application Support Lead plays a crucial role in maintaining the stability, reliability, and performance of vital trade and customs systems. This position supervises Level 1 and Level 2 support operations, manages incidents and problems following ITIL standards, and collaborates closely with development, DevOps, infrastructure, and security teams to ensure ongoing service availability while adhering to organizational and regulatory requirements.
Key Responsibilities
1. Application Support & Operations
- Direct end-to-end support operations for the application, ensuring maximum uptime and adherence to SLAs.
- Coordinate with development, infrastructure, and database teams to manage and resolve Level 2 and Level 3 incidents.
- Utilize enterprise monitoring tools to oversee system health, performance, and critical transaction flows.
2. Team Leadership & Mentorship
- Lead, mentor, and guide the application support team to deliver high-quality service.
- Delegate responsibilities, manage shift schedules, and ensure sufficient coverage for essential operations.
- Foster a culture of knowledge sharing, problem-solving, and continuous learning.
- Encourage proactive identification of issues, timely escalation, and effective cross-team communication.
3. Incident & Problem Management
- Oversee the logging, classification, prioritization, and resolution of incidents according to ITIL best practices.
- Conduct root-cause analysis (RCA) for recurring issues and recommend preventive measures.
- Prepare incident, performance, and availability reports for management and stakeholders.
4. Change & Release Coordination
- Collaborate with development, QA, and DevOps teams to plan and deploy patches, enhancements, and releases.
- Ensure that changes are thoroughly tested, documented, and communicated prior to production deployment.
- Support deployment readiness, rollback planning, and post-deployment validation.
5. Compliance & Security
- Work with the information security team to evaluate vulnerabilities and implement remediation.
- Maintain audit logs, documentation, and compliance with both regulatory and internal standards.
6. Stakeholder & Communication Management
- Provide regular updates on system status, incident resolutions, and upcoming maintenance.
- Coordinate with business and operational units to ensure uninterrupted service delivery.
7. Knowledge Management & Training
- Create and maintain user manuals, troubleshooting guides, FAQs, and knowledge base materials.
- Deliver training sessions for staff to enhance their skills and knowledge.
