Lead Engineer

Job Description: Lead Engineer (L3 Support & Technical SME) 

What You Will Do 

• Lead and manage Level 3 (L3) application support activities for critical business applications and product platforms. 

• Act as the primary technical and functional Subject Matter Expert (SME) for assigned applications and business domains. 

• Serve as the bridge between business stakeholders, product teams, and L3 development teams, ensuring effective communication and issue resolution. 

• Drive incident management, problem management, service improvement, and operational excellence initiatives. 

• Coordinate with development teams to address complex production issues and ensure timely resolution. 

• Provide guidance and functional direction to L3 engineering teams based on business requirements and production insights. 

• Lead stakeholder discussions, prioritize support activities, and ensure alignment with business expectations and service level agreements (SLAs). 

• Identify recurring issues and opportunities for process, system, and operational improvements. 

How You Will Do It 

• Manage end-to-end incident resolution, including impact assessment, stakeholder communication, escalation management, and root cause analysis. 

• Collaborate with business users, product owners, and external stakeholders to understand issues, requirements, and operational concerns. 

• Analyze production issues and work closely with L3 development teams to drive resolution and preventive actions. 

• Facilitate discussions between stakeholders and engineering teams to ensure accurate understanding of functional flow and solutions. 

• Monitor application health, service performance, and operational metrics to proactively identify risks and improvement opportunities. 

• Lead post-incident reviews and ensure corrective and preventive actions are implemented. 

• Create and maintain support documentation, knowledge articles, operational procedures, and troubleshooting guides. 

• Drive continuous improvement initiatives to enhance system stability, service quality, and operational efficiency. 

• Mentor support engineers and provide guidance on issue analysis, troubleshooting methodologies, and support best practices. 

What We Look For 

• 8 to 12 years of experience in application support, product support, software engineering, or enterprise technology environments. 

• Proven experience leading L2 Support Operations, Production Support, or Application Management teams. 

• Strong experience interacting with business stakeholders, product owners, customer teams, and engineering organizations. 

• Demonstrated ability to act as a functional and technical SME for enterprise applications. 

• Strong understanding of: 

• Incident Management 

• Problem Management 

• Change Management 

• Service Delivery Management 

• Root Cause Analysis (RCA) 

• Production Support Best Practices 

• Experience working with: 

• Azure DevOps / JIRA 

• ServiceNow or similar ticketing platforms 

• Monitoring and Alerting Tools 

• SQL Server and Database Analysis 

• API troubleshooting and integrations 

• Ability to interpret application logs, analyze production issues, and coordinate with development teams for effective resolution. 

• Strong understanding of software development processes and application architecture concepts. 

• Experience collaborating with L3 Development Teams to address technical issues and implement enhancements. 

• Excellent communication, presentation, and stakeholder management skills. 

• Strong analytical and problem-solving capabilities with the ability to manage critical production situations. 

• Experience working with globally distributed teams and supporting business-critical applications. 

• Self-driven professional with strong ownership, accountability, and customer focus. 

Nice to Have 

• ITIL Foundation or Service Management certifications. 

• Experience supporting cloud-based applications hosted on Microsoft Azure. 

• Experience driving operational excellence, process automation, and service improvements. 

• Familiarity with business process analysis and requirements management. 

Role Summary 

The Lead Engineer (L2 Support & Technical SME) is responsible for leading application support operations, serving as the primary functional and technical expert, and acting as the key liaison between business stakeholders and L3 development teams. This role focuses on ensuring application stability, driving issue resolution, managing stakeholder communications, and translating business needs into actionable outcomes for engineering teams. The position requires strong technical understanding, exceptional communication skills, and the ability to drive operational excellence across support and development functions.