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, and deployment activities in collaboration with development and platform teams. Drive proactive monitoring and preventive support by analyzing alerts, incident patterns, capacity indicators, application performanc

📌 – support lead (Monterrey)
🏢 Infosys
📍 Monterrey