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|DevOps|Continuous delivery - Continuous deployment and release, Technology|DevOps|Continuous integration - Java, Technology|Enterprise Security J2EE 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

153223BR

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 ServiceNow for incident, problem, change, request, knowledge, and service-management workflows, e

📌 – Support Lead (Monterrey)
🏢 Infosys BPM Philippines
📍 Monterrey