Application Support Lead - L2

Job Description:

Brief Job / Project Description:

• The Application Support L2 Lead is responsible for leading the Level 1 support function across a diverse portfolio of enterprise and guest-facing digital platforms. This role ensures 24/7 operational support, proactive monitoring, incident handling, and service continuity for critical systems including CMS, CRM, integrations, cloud platforms, mobile applications, and IoT solutions.
• The L1 Lead acts as the first line of leadership and escalation, ensuring adherence to SLAs, operational excellence, and seamless collaboration with L2/L3 teams, vendors, and business stakeholders.

Key Responsibilities:

• L1 Operations Leadership
• Incident & Request Management
• Monitoring & Service Assurance
• Shift & Coverage Management
• Cross-Team Coordination
• Knowledge & Documentation Management
• Reporting & Performance Management

Deliverables / Expected Outcomes:

• Incident & SLA Management
• System Availability & Monitoring
• L1 Operations & Coverage
• Ticket Quality & Knowledge Management
• Reporting & KPIs
• Continuous Improvement
• Stakeholder & Vendor Coordination
• Audit & Compliance

Job Requirements:

Mandatory Technical Skills:

• Strong experience in supporting enterprise-scale applications.
• Advanced knowledge of:

• Deep understanding of travel/hospitality systems and booking lifecycle.
• Experience supporting:
• Experience supporting production systems with high availability requirements
• Experience supporting mobile applications (iOS / Android) in production
• Experience supporting applications on AWS environments (preferably ROSA / OpenShift)
• Strong hands-on experience in Application Support (L1/L2) for enterprise environments

Tools / Platforms / Technologies:

• Digital Experience & CMS
• CRM Platforms
• Marketing Platforms
• Integration Layer
• Backend Services
• Cloud Platforms
• Mobile Applications
• Mobility Solutions
• Booking Platforms
• Collaboration & ITSM
• Smart Services / IoT: IoT platforms and connected devices
• ITSM Tools (ServiceNow, Jira)

Preferred / Nice-to-Have Skills:

• Experience in luxury hotel or resort operations

Certifications (if any):

• ITIL® Foundation (IT Service Management)

Equal opportunity:

All qualified applicants will receive consideration for employment without regard to age, religion, gender, nationality or disability. All qualified candidates will be considered in the process