Lead Software Engineer- L1 (Support)

Job Description:

Role Overview:

We are seeking a highly technical Application Support Lead to take ownership of application support operations. This role is critical in ensuring a smooth transition and ongoing stability as we assume full responsibility for application support services. The ideal candidate brings deep technical expertise, strong troubleshooting capabilities, and the ability to lead in a complex, multi-system environment with varying levels of criticality.

Key Responsibilities

• Lead the transition and takeover of application support operations from the existing team/vendor.
• Manage a portfolio of applications with different levels of criticality (mission-critical, business-critical, and non-critical), ensuring appropriate prioritization and SLA adherence.
• Oversee day-to-day support activities, ensuring system availability, reliability, and performance.
• Act as the primary escalation point for high-severity incidents and drive resolution across teams.
• Perform deep root cause analysis (RCA) and implement long-term fixes.
• Troubleshoot complex issues across application, database, and infrastructure layers.
• Collaborate with internal teams, third-party vendors, and business stakeholders.
• Troubleshoot & Support integrations between systems (APIs, middleware, messaging platforms).
• Ensure adherence to security best practices, including access control and fixing Application vulnerabilities.
• Monitor systems proactively and implement improvements to reduce incidents.
• Drive automation and process improvements to enhance support efficiency.
• Maintain comprehensive documentation, runbooks, and knowledge transfer artifacts.
• Lead, mentor, and guide the support team.

Key Competencies

• Deep technical troubleshooting across multiple layers.
• Ownership mindset with accountability for service delivery.
• Strong communication and stakeholder management skills.
• Ability to lead during critical incidents and transitions.
• Conduct structured knowledge transfer to support teams
• Create and maintain operational reports, SOPs, and technical guidelines
• Facilitate knowledge transfer to internal teams and stakeholders
• Ensure documentation supports continuity, compliance, and efficiency

Job Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• 5+ years of experience in application/production support./2+ years in a lead or senior role.

Technical Skills & Requirements

• Strong hands-on experience in database troubleshooting (SQL tuning, query optimization, indexing, locking/deadlocks).
• Solid understanding of networking fundamentals (TCP/IP, DNS, firewalls, load balancers, connectivity troubleshooting).
• Strong security mindset, including authentication, authorization, and secure configurations.
• Experience with system integrations (REST/SOAP APIs, ETL, message queues, microservices).
• Proficiency with monitoring and logging tools (e.g., Datadog).
• Scripting and automation skills (Python, Bash, PowerShell).
• Exposure to cloud environments (AWS, Azure, or GCP is a plus).

Domain & Platform Experience (Highly Preferred)

• Experience supporting Land Registry / Real Estate systems or similar government platforms.
• Experience supporting & managing Auditing system.
• Hands-on experience with Microsoft Dynamics CRM (support, troubleshooting, integrations)
• Experience supporting custom-developed applications (including debugging, log analysis, and working with development teams)
• Ability to handle hybrid environments with off-the-shelf and bespoke systems

Project & Process Management

• Experience managing transition projects and operational takeovers
• Strong knowledge of ITIL processes (incident, problem, change management)
• Ability to coordinate across multiple stakeholders and vendors
• Strong prioritization skills, especially across applications with varying criticality levels
• Ability to operate effectively in high-pressure environments.

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