L2 - Support Lead - Mexico

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|DevOps|Continuous delivery - Continuous deployment and release, Technology|DevOps|Continuous integration - Java, Technology|Enterprise Security J2EE 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

153223BR

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 ServiceNow 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 performance, and operational risks.
• Identify and implement automation opportunities for monitoring, alert correlation, log analysis, health checks, ticket enrichment, repetitive support tasks, reporting, and recovery activities.
• Create and maintain runbooks, SOPs, support models, application inventories, dependency maps, known-error records, troubleshooting guides, and knowledge-base articles.
• Prepare and present weekly and monthly service reports covering incidents, SLA performance, recurring issues, problem records, operational risks, automation progress, service improvements, and action status.
• Participate in operational reviews, service review meetings, problem-management forums, release readiness discussions, and continuous-improvement initiatives.
• Ensure adherence to ITIL processes, security requirements, audit controls, access-management standards, and organizational support procedures.
• Support team planning, workload distribution, shift/on-call coverage, capability development, cross-training, and succession readiness across the application portfolio.

Required Skills & Experience

• 5+ years of experience in application production support, including responsibility for leading multiple applications and coordinating different support teams.
• Strong hands-on experience supporting Java/J2EE applications, microservices, REST APIs, application servers, batch jobs, and distributed application environments.
• Strong troubleshooting skills using application logs, monitoring dashboards, SQL queries, API tools, and system metrics to isolate issues across application and integration layers.
• Experience in incident, problem, change, request, and knowledge management using ServiceNow.
• Experience managing major incidents, business-impacting outages, escalations, RCA, corrective actions, and stakeholder communications.
• Experience with proactive monitoring, alert management, service-health checks, trend analysis, and operational risk identification.
• Ability to collaborate effectively with internal teams, external vendors, clients, managed-service partners, and cross-functional technology groups.
• Experience preparing weekly/monthly operational reports and presenting service performance, risks, trends, and improvement actions to stakeholders.
• Working knowledge of SQL, Linux/Unix commands, scripting, CI/CD pipelines, deployment processes, cloud or container platforms, and monitoring/logging tools.
• Demonstrated experience in automation and continuous service improvement within application support operations.
• Strong written and verbal communication, ownership, prioritization, analytical thinking, and leadership skills.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• ITIL Foundation certification or practical experience working within ITIL-aligned support processes.
• Exposure to tools such as Dynatrace, AppDynamics, Grafana, Kibana, Azure Monitor, or similar monitoring and observability platforms.
• Experience with Azure.
• Experience supporting global operations, distributed teams, and business-critical applications across shifts or on-call models.

Key Competencies

• Technical Leadership
• Incident & Problem Management
• Java Application Support
• Integration Troubleshooting
• Stakeholder Management
• Operational Governance
• Proactive Monitoring
• Automation & Continuous Improvement
• Service Reporting
• Team Development & Mentoring

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.