State / Region / Province

Country

Mexico

Skills

Process|Consulting - Change Management|Change Management, Process|IT User Management|Incident and Request Management, Technology|Database|Microsoft SQL Server, Technology|Dev Ops|Continuous delivery - Continuous deployment and release, Technology|Dev Ops|Continuous integration - Java, Technology|Enterprise Security J2 EE APIs|Java EE Security Standards: JCA, JCE, JAAS, JSSE, JGSS, Technology|Java|Java|Core Java, Technology|Java|Java - ALL, Technology|Java|Java Application Server, Technology|Web Services-REST, Technology|Mana|Problem Management Analytics, Technology|Open System|Linux

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

BR

APPLICATION SUPPORT | JAVA | ITIL OPERATIONS

L2 – Support Lead - Mexico Job Description Role Purpose
Lead L2 production support for a portfolio of business critical Java applications, ensuring service stability, timely incident resolution, proactive monitoring, operational governance, automation and effective collaboration across internal and external teams. Key Responsibilities Own end-to-end L2 application support for multiple Java-based applications and services across production and associated environments. Lead and coordinate support teams working across different applications, technologies, locations, and business functions. Monitor application health, availability, interfaces, logs, alerts, and infrastructure dependencies using enterprise monitoring tools. Identify and drive process improvement opportunities. Drive incident triage, impact assessment, prioritization, troubleshooting, service restoration, stakeholder communication, and closure in line with agreed SLAs. Perform detailed incident analysis and Root Cause Analysis (RCA) for recurring, high-impact,



and critical incidents; track corrective and preventive actions to completion. Use Service Now for incident, problem, change, request, knowledge, and service-management workflows, ensuring tickets contain accurate diagnosis, actions, evidence, and closure details. Coordinate major incidents and escalations with application development, infrastructure, database, network, middleware, cloud, service desk, business, product, vendor, and client teams. Provide functional and technical guidance to support analysts; review troubleshooting quality, shift handovers, ticket hygiene, knowledge articles, and escalation decisions. Plan and validate production changes, releases, patches, configuration updates,

managed-service partners, and cross-functional technology groups. Experience preparing weekly/monthly operational reports and presenting service performance, risks, trends, and improvement actions to stakeholders. Working knowledge of SQL, Linux/Unix commands, scripting, CI/CD pipelines, deployment processes, cloud or container platforms, and monitoring/logging tools. Demonstrated experience in automation and continuous service improvement within application support operations. Strong written and verbal communication, ownership, prioritization, analytical thinking, and leadership skills. Preferred Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. ITIL Foundation certification or practical experience working within ITIL-aligned support processes.



Exposure to tools such as Dynatrace, App Dynamics, Grafana, Kibana, Azure Monitor, or similar monitoring and observability platforms. Experience with Azure. Experience supporting global operations, distributed teams, and business-critical applications across shifts or on-call models. Key Competencies Technical Leadership Incident & Problem Management Java Application Support Integration Troubleshooting Stakeholder Management Operational Governance Proactive Monitoring Automation & Continuous Improvement Service Reporting Team Development & Mentoring

About Us
Infosys is a integral leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of general enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. #J-*****-Ljbffr

? – support lead - mexico (Jalisco)
? Infosys BPM Philippines
? Jalisco

📌 – Support Lead Mexico (Jalisco)
🏢 Importante grupo
📍 Jalisco