Product Support Lead; Application support Lead,L3

Job Description L2 Support Lead

Job Title: L2 Support Lead

Location: Bengaluru

Employment Type: Full-Time

About DMart Labs

DMart Labs is the technology arm of Avenue Supermarts Limited (DMart), enabling digital transformation across Stores, Supply Chain, Warehouses, Finance, HR, and Enterprise Platforms through innovative technology solutions.

Role Overview

We are looking for an experienced L2 Support Lead to manage production support operations for business-critical applications. The role involves leading the L2 support team, driving incident resolution, ensuring SLA compliance, improving operational efficiency, and collaborating with Engineering, DevOps, Infrastructure, and Business stakeholders to maintain application stability.

Key Responsibilities

• Lead and mentor the L2 Support team while managing day-to-day production support operations.
• Ensure timely resolution of production incidents and adherence to defined SLAs and KPIs.
• Drive Major Incident Management and coordinate cross-functional teams during critical production issues.
• Conduct Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents.
• Monitor application health, system performance, and operational dashboards. Analyze incident trends and drive continuous service improvement initiatives. Coordinate production deployments, release support, and change management activities.
• Manage support schedules, on-call rotations, and resource planning. Collaborate with Development, QA, DevOps, Infrastructure, Database, and Business teams.
• Publish operational dashboards, MIS reports, and service metrics for leadership. Identify automation opportunities to improve support efficiency and reduce manual effort. Ensure adherence to Incident, Problem, Change, and Release Management processes.

Required Skills

• 6–9 years of experience in Application/Production Support with at least 2 years of experience leading production support teams.
• Strong understanding of Java or Golang applications for production troubleshooting and issue analysis.
• Strong expertise in SQ/No-SQL database troubleshooting.
• Good knowledge of Linux/Unix environments.
• Experience with REST APIs, Microservices, and distributed systems.
• Hands-on experience with monitoring and log analysis tools (Grafana, Kibana, Splunk, ELK, AppDynamics, Dynatrace, etc.).
• Experience with Jira, ServiceNow, or similar ticketing platforms.
• Strong understanding of Incident, Problem, Change, Release, and Major Incident Management.

Experience in production deployments, application/component upgrades, performance optimization, and operational improvement initiatives.

Demonstrated ability to drive RCA, continuous improvement, automation, and proactive issue prevention.

Strong team leadership, mentoring, stakeholder management, and cross-functional collaboration skills.

Excellent communication, analytical, problem-solving, and decision-making abilities, with the ability to lead during critical production incidents.

Strong sense of ownership and accountability for application availability, stability, and service quality.

• Excellent stakeholder management, communication, and leadership skills. Strong analytical and decision-making capabilities.

Good to Have

• Experience with Redis, Kafka, or messaging platforms.
• Exposure to Google Cloud Platform (GCP) or AWS.
• Experience with Docker, Kubernetes, and CI/CD pipelines.
• ITIL Foundation Certification.
• Experience supporting Retail, Supply Chain, Warehouse Management, or Enterprise Applications.