Application Support Lead (Level 2)

Application Support Lead (Level 2)Full-timeCompany DescriptionWe are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.Job DescriptionTheApplication Support Lead (Level 2)is responsible for ensuring the stability, performance, and availability of business-critical applications. This role leads the L2 support team, manages incident and service requests resolution, coordinates with L1 and L3 teams, and ensures adherence to SLAs. The ideal candidate combines strong technical troubleshooting skills with leadership capabilities to drive continuous service improvement.Key ResponsibilitiesIncident, service request & Problem ManagementAct as primary escalation point forLevel 2 application issuesAnalyse and troubleshoot complex incidents and service requests escalated from L1 supportPerform root cause analysis (RCA) and implement corrective actionsEnsure timely resolution in line withSLAsCoordinate with L3 teams, and development teams when requiredLead major incident bridge calls and communication updatesMonitoring & Service StabilityMonitor application health, logs, batch jobs, APIs, and integrationsIdentify recurring issues and drive proactive fixesMaintain high system availability and performanceReview alerts from monitoring toolsTeam LeadershipLead and mentor L2 support analystsAllocate workload and manage shift schedulesConduct knowledge transfer sessionsProvide technical guidance and best practicesParticipate in hiring, onboarding, and performance reviewsChange & Release SupportSupport deployment activities and release validationsAssess impact of code changes on application stabilityValidate rollback plans and release documentationDocumentation & Knowledge ManagementMaintain troubleshooting guidesDocument known errors and workaroundsEnsure knowledge base is updated for L1 team enablementStakeholder CommunicationProvide regular updates to business stakeholdersPrepare incident, service request reports and service performance metricsCollaborate with product owners, developers, and infrastructure teamsQualificationsTechnical SkillsStrong experience inApplication Support / Production SupportUnderstanding of:Incident, Problem and service requestsBatch job monitoringREST/SOAP servicesFamiliarity with cloud platforms (AWS, Azure) is a plusSoft SkillsStrong analytical and problem-solving abilityLeadership and team mentoring skillsExcellent communication and stakeholder managementAbility to work under pressure in production environmentsStrong prioritization and decision-making skillsExperience6–10 years of experience in Application/Production Support2+ years in L2 support role or team lead roleExperience working in SLA-driven environmentExperience supporting enterprise or customer-facing applicationsKPIs / Success MetricsIncident and service request resolution timeSLA complianceReduction in recurring incidentsKnowledge base qualityTeam performance and productivityAdditional InformationWhy SGS?• Join a globally recognized leader in the Testing, Inspection, and Certification (TIC) industry.• Flexible schedule and hybrid work model (on average 2 days per week in the office, with flexibility when needed).• Continuous learning opportunities through SGS University and Campus.• Open, collaborative, and supportive working culture with real opportunities for growth.Based in Alabang, Muntinlupa, PhilippinesBy clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice