Application Support Lead (l3, Bank)

Act as the primary owner and single point of contact for all Level 3 (L3) support issues.
Record, track, and manage support incidents and vendor tickets through resolution.
Maintain and manage the offshore support roster, including shift planning and assignments.
Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods.
Liaise with product vendors for escalations, defect reporting, patch management, and related matters.
Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections.
Lead root-cause analysis sessions and drive the closure of preventive and corrective actions.
Deliver timely and accurate updates during high-severity incidents.
Work with system owners to assess technical impact and establish recovery timelines.
Review code for hotfixes, updates, and technical implementations to ensure quality and compliance.
Validate change documentation, including impact analyses, release procedures, and test evidence.
Prepare change requests, risk assessments, and rollback strategies.
Represent changes (bug fixes, hotfixes, configuration updates) at Change Advisory Board (CAB) meetings.
Coordinate production deployment schedules and communications across multiple teams. Requirements
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
At least 8 years of application support experience, with 2-5 years in a senior or leadership-level L3 support role-preferably within the banking or financial sector. Professional certifications such as PMP, PRINCE2, or ITIL are highly advantageous.
Solid knowledge of incident management, problem resolution, and production support processes.
Strong analytical, problem-solving, and communication skills.
Proficiency in Java development and SQL is required. Experience deploying and maintaining Java cloud-native applications in cloud environments is a plus. Familiarity with the Newgen BPM system is advantageous.
Experience with container platforms such as Kubernetes or Open Shift is a plus.