L2 Application Support Lead

About the role

Kyndryl is looking for an experienced L2 Application Support Lead in Bangkok to oversee application support operations, drive service excellence and lead a team of application support professionals supporting enterprise applications for leading organizations. The lead acts as the primary technical escalation point for complex incidents, coaches the team and ensures application stability, availability and performance.

Key responsibilities

• Lead and mentor a team of L1/L2 Application Support Engineers, giving technical guidance, coaching and performance oversight.
• Act as the main escalation point for major incidents and ensure timely resolution of complex application issues.
• Drive incident, problem and change management in line with ITIL best practices and agreed SLAs.
• Oversee root cause analysis (RCA) and ensure corrective and preventive actions are implemented.
• Work with development, infrastructure, database and business teams to resolve cross-functional issues and improve reliability.
• Monitor application health, performance and availability, and identify risks and improvement opportunities.
• Lead continuous improvement, automation and operational excellence initiatives, including application modernization, cloud adoption and DevSecOps.
• Maintain operational documentation, support procedures, knowledge articles and governance reporting, in line with security, audit and regulatory requirements.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• 5+ years of experience in Application Support, Production Support or Application Management in an enterprise environment.
• Proven experience leading, mentoring or coordinating support teams and managing escalations and workload priorities.
• Strong stakeholder management and communication skills with technical teams, business users and customers.
• Preferred: experience leading an application support team in a managed services or enterprise setting, and experience with ERP, CRM, banking or telecom applications.

Required skills

• Hands-on support of enterprise applications on Linux/Unix, Windows, SQL databases, APIs and integrations.
• Incident, problem, change and service request management (ITIL).
• Monitoring and observability tools such as Dynatrace, AppDynamics, Splunk, ELK or Grafana (preferred).
• Scripting and automation with Shell, Python, PowerShell or similar (preferred).
• DevOps/DevSecOps practices, CI/CD pipelines and deployment processes (preferred).
• ITIL Foundation, Agile, Scrum or similar certifications (preferred).