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Hi Dear Candidates hope you're doing well. Organization: Smart Stream Technologies PVT LTD, website link : https://smartstreamtech.in/ Job Title: Application Support Technical Lead Location: Coimbatore (Work from Office) Department: IT / Technical Support Address : No 247, Shiv Chambers, Ground floor, Alagesan Road, Saibaba Colony, Saibaba Mission, Post, Coimbatore, Tamil Nadu 641011 Position Overview We are seeking a seasoned Application Support Technical Lead to drive the success of our application support function by combining deep technical expertise (L2/L3) with strong team leadership. The ideal candidate will be responsible for managing L1/L2 teams, owning complex L2/L3 incidents, performing root cause analysis, and ensuring seamless collaboration across development, DevOps, database, and infrastructure teams. This role demands hands-on troubleshooting, mentoring capability, and a strong customer-focused mindset. Key Responsibilities Team Management & Leadership · Lead, mentor, and guide L1 and L2 support teams to deliver consistent and high-quality service. · Upskill team members to independently handle advanced L2 and L3 technical incidents. · Manage shift rosters, workload distribution, and incident handovers across geographies and time zones. · Conduct regular team reviews, performance evaluations, and coaching sessions to foster continuous improvement. Advanced Troubleshooting & Incident Management (L2/L3) · Take ownership of escalated L2 and L3 issues across application, database, and infrastructure layers. · Debug and resolve issues in production systems involving Java, JavaScript, API integrations, and third-party systems. · Perform deep-dive log analysis , code-level troubleshooting , and SQL query optimization . · Collaborate with developers to identify, reproduce, and resolve root causes of application defects and outages. Monitoring, Observability & Operations · Proactively monitor application health using tools like AppDynamics, Dynatrace, Data Dog, Splunk, ELK . · Set up and fine-tune dashboards and alerts for better incident detection and faster resolution. · Coordinate with cloud, DevOps, and infra teams to resolve latency, availability, and performance issues. Database & Backend Analysis · Investigate issues by Analyzing Oracle, SQL Server, or PostgreSQL logs and query performance. · Write, tune, and validate SQL queries for production troubleshooting, validation, and reporting. · Support data-related problems, migration validation, and backend data integrity checks. Service Delivery & Process Optimization · Establish and improve ITIL-based support workflows for incident , problem , and change management . · Lead root cause analysis (RCA) sessions and drive preventive action plans to reduce recurring issues. · Maintain updated knowledge base and support documentation for known issues, SOPs, and troubleshooting guides. Stakeholder Management · Act as the key contact for critical issues with business, product, and engineering teams. · Provide timely updates, escalations, and communication during P1/P2 incidents and war-room calls. · Ensure high customer satisfaction through responsiveness, accountability, and technical accuracy. Qualifications Education: · Bachelor’s degree in Computer Science, Information Technology, or a related field. · Master's degree preferred. Experience: · 5+ years of experience in application support, with at least 2+ years in a technical leadership or team lead role. · Proven track record of resolving L2/L3-level issues in enterprise environments. Technical Skills · Strong debugging experience with Java , JavaScript , and web-based applications. · Proficiency in SQL and Oracle , including query optimization, indexing, and stored procedures. · Hands-on experience with monitoring/logging tools: AppDynamics , ELK , Splunk , Dynatrace , DataDog . · Solid understanding of application infrastructure, APIs, and network basics. · Exposure to DevOps pipelines , version control systems (Git), and deployment automation is beneficial. Soft Skills · Excellent communication and leadership abilities. · Strong analytical mindset and structured problem-solving approach. · Ability to lead under pressure and manage incident bridges effectively. · Passion for mentoring and building high-performing teams. Preferred Certifications · ITIL v3/v4 Foundation or higher · Oracle / SQL Certifications · Cloud certifications (AWS, Azure, GCP) Agile/Scrum environment experience Note : Please don't apply if above JD not matched with your Job profile WFO only and 15 to 30 days Notice period only welcome Regards Naveen - HR Executive Talent Acquisition Mobile: 81226 16138 (WhatsApp) Job Types: Full-time, Permanent Pay: Up to ₹75,000.00 per month Shift: Day shift Fixed shift Work Days: Monday to Friday Work Location: In person
