Managed Services
Application Support Lead (L2/L3)
Lead L2/L3 application support for banking and aviation platforms under our managed services engagements, ensuring mission-critical uptime.
Full-timeEmployment type
BengaluruLocation
Responsibilities
- Lead L2/L3 triage, root-cause analysis, and resolution for production incidents
- Own SLA/SLO tracking and escalation management across support engagements
- Coordinate with client teams and internal engineering on recurring issues and problem management
- Build and refine monitoring, alerting, and support documentation
- Run daily stand-ups and shift handovers across a 24/7 support team
- Drive root-cause analysis and preventive action plans for repeat incidents
- Report support metrics and trends to client stakeholders on a regular cadence
- Plan and execute support-team staffing, on-call schedules, and training
What we're looking for
- 5+ years in application support for enterprise systems, ideally banking or aviation
- Strong incident-management and root-cause-analysis skills
- Experience with ITIL processes and on-call rotations
- Comfortable leading a support team and managing client escalations directly
- Familiarity with monitoring/ITSM tooling (ServiceNow, Jira Service Management, or similar)
- Based in Bengaluru; on-site presence required
Nice to have
- ITIL Foundation certification
- Experience supporting core banking or airline reservation systems
- Exposure to automation for reducing manual support toil
Don't see the right fit?
Write to us at info@esika.in — we're always looking for banking and aviation IT talent.