Senior L2 Application Support Lead Engineer at Tek Experts

Responsibilities
Release Planning & Execution

• Lead the end-to-end release process for infrastructure components (network, compute, storage, and cloud services).
• Coordinate with platform, security, and application teams to ensure release readiness.
• Manage release calendars, change windows, and communication plans.

Technical Support & Troubleshooting

• Resolve escalated L2 application issues and coordinate with L3 and development teams for permanent fixes.
• Perform root cause analysis and monitor application logs, performance metrics, and system health using tools like Splunk, AppDynamics, or New Relic.

Team Leadership & Coordination

• Mentor and guide L2 support engineers, ensuring adherence to SLAs and operational best practices.
• Manage ticket queues, prioritize incidents, and maintain clear stakeholder communication.
• Collaborate with DevOps, QA, and infrastructure teams to support deployments and environment stability.

Process & Documentation

• Maintain detailed runbooks, SOPs, and knowledge base articles.
• Ensure compliance with ITIL processes and internal security policies.
• Produce monthly reports on application performance, incident trends, and resolution metrics.

Environment & Tools Management

• Support applications hosted on Linux/Windows servers and cloud platforms (AWS, Azure).
• Work with databases such as MSSQL, PostgreSQL, Oracle (MongoDB is a plus).
• Use scripting or programming languages (Python, Java, C#, .NET) for automation and diagnostics.

Qualifications
Education & Certifications

• 4-year degree in Information Science, Information Technology, Computer Science, Engineering, or related field.
• ITIL Foundation or Managing Professional certification.
• Microsoft Certified: Azure Administrator Associate.
• AWS Certified SysOps Administrator – Associate.
• Splunk or AppDynamics Certified Power User.
• Red Hat Certified System Administrator (RHCSA).
• Certified Kubernetes Administrator (CKA) (for containerized apps).
• Java SE Programmer Certification.
• Certified DevOps Engineer – Azure or AWS (for CI/CD and automation).

Experience & Skills

• 4+ years of application support experience, including 2+ years in a lead/senior role.
• Strong understanding of application architecture, APIs, and integration points.
• Hands-on experience with Java runtime, APIs, and frameworks (e.g., Spring Boot).
• Expertise in application server monitoring, API management, observability, and logging.
• Skilled in log analysis (Splunk, AppDynamics, New Relic).
• Experience with cloud environments and CI/CD pipelines is a plus.
• Strong problem-solving, stakeholder management, and communication skills.
• Familiarity with FinTech or banking compliance standards is preferred.
• Proven ability to lead in a fast-paced, high-compliance environment.
• Multi-country or Pan-African experience is advantageous.