About the job
Lead Application Support Engineer
Location: Remote
We are in search of a Lead Application Support Engineer to spearhead the operational support and enhancement of our Corporate Service applications. This pivotal role involves providing hands-on second-level support, addressing escalations from the Help Desk, and ensuring the stability, security, and performance of essential business systems.
Additionally, the role entails leading a small, remote team consisting of one Support Engineer based in London and another nearshore/local Support Engineer to guarantee prompt and quality support delivery.
Key Responsibilities
- Team Leadership
- Guide and mentor a team of support engineers (London & nearshore/local)
- Oversee daily workload and ticket resolution, ensuring efficient project processes.
- Establish and promote best practices in troubleshooting, documentation, and communication.
- Application Support & Operations
- Coordinate the lifecycle of application patching, version upgrades, and routine maintenance for custom and vendor applications, including creating status reports, developing schedules for deliverables, and deploying fixes.
- Provide second-level support for Legal and Corporate Service applications.
- Address escalations from the Help Desk and manage requests from end users.
- Diagnose and resolve bugs, escalating to development teams when necessary.
- Monitor system automated tests and health checks, creating action plans for identified issues.
- Ensure system stability, performance optimization, and data integrity.
- Technical Responsibilities
- Carry out scheduled maintenance tasks to keep applications running smoothly.
- Support and troubleshoot web applications, web servers, and database connectivity.
- Comprehend how web servers and databases interact across client/server environments.
- Manage group-based security and user access controls.
- Support process improvements and contribute to automation initiatives.
- Continuous Improvement
- Analyze incident trends to identify improvement opportunities and incident prevention strategies.
- Document standard operating procedures, best practices, and known error resolutions.
- Recommend enhancements to application lifecycle management and support models.

