About the Role
Role Overview
The Application Support Lead is responsible for ensuring the stability, reliability, and performance of mission-critical trade and customs systems. This role oversees Level 1 and Level 2 support operations, manages incidents and problems in alignment with ITIL standards, and collaborates closely with development, DevOps, infrastructure, and security teams to ensure continuous service availability and compliance with organizational and regulatory requirements.
Key Responsibilities
1. Application Support & Operations
- Lead end-to-end support operations for the application, ensuring maximum uptime and SLA adherence.
- Manage and resolve Level 2 & Level 3 incidents in coordination with development, infrastructure, and database teams.
- Monitor system health, performance, and critical transaction flows using enterprise monitoring tools.
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