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 accura

📌 – support lead (Jalisco)
🏢 Infosys
📍 Jalisco