Lead IT Operation Support Engineer (Java and SQL with AI)

Role Summary

We are looking for an Application Operations Tech Lead to manage the end-to-end stability and performance of multiple enterprise applications. This role combines hands-on technical support, operational leadership, and continuous improvement through automation and intelligent operations. You will partner with cross-functional teams to ensure high service quality, drive innovation, and enhance user experience.

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Key Responsibilities

• Own daily operation & maintenance of multiple business applications, ensuring incident resolution and request fulfillment within defined SLAs
• Act as the technical lead for supported applications, with deep understanding of business processes and system architecture
• Troubleshoot complex issues across systems and integrations, and provide sustainable solutions
• Collaborate with upstream and downstream IT teams to resolve cross-functional issues and optimize data flows between systems
• Analyze operational data (tickets, incidents, trends) to drive continuous improvement and productivity enhancements
• Lead initiatives on automation, intelligent operations, and AI-driven solutions (e.g., RPA, workflows, GPT-based capabilities)
• Partner with L3 engineering teams for advanced issue resolution, enhancements, and system upgrades
• Coach and guide junior team members to improve operational effectiveness and technical capability

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Skills & Experience

Must-have

• Bachelor’s degree or above in Computer Science, Information Systems, or related field
• 4+ years of experience in IT application support or operations with SLA-driven delivery
• Strong technical background in Java and databases (Oracle / SQL Server / MySQL)
• Hands-on experience troubleshooting applications, analyzing logs, and reviewing code/configuration
• Strong understanding of IT service management processes (incident, problem, change)
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• Proven ability to work cross-functionally and align multiple stakeholders

Good-to-have

• Experience with intelligent operations, automation, or RPA tools
• Exposure to AI-driven operations or GPT-based solutions
• Experience in leading or mentoring team members
• Familiarity with enterprise business processes within a large organization