APPLICATION SUPPORT | JAVA | ITIL OPERATIONSL2 – Support Lead - Mexico
Job DescriptionRole 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, 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, and deployment activities in collaboration with development and platform teams.
- Drive proactive monitoring and preventive support by analyzing alerts, incident patterns, capacity indicators, appl

📌 – Support Lead (Guadalajara)
🏢 Infosys
📍 Guadalajara