About the Role
We're looking for an Application Support Program Lead to own service delivery across our L1, L2, and L3 support tiers. You'll be accountable for SLA performance, team leadership, and making sure support operations keep improving instead of just keeping the lights on.
What You'll Do
- Own end-to-end application support delivery across L1, L2, and L3 tiers for enterprise client engagements
- Manage and mentor support engineers, setting performance expectations and career development paths
- Monitor SLA compliance, escalation handling, and incident resolution times, and drive corrective action when targets slip
- Own the relationship with client stakeholders on support performance — reporting, reviews, and improvement plans
- Drive problem management to eliminate recurring incidents, not just resolve tickets faster
- Coordinate with engineering and infrastructure teams on complex escalations that require deeper technical involvement
- Continuously improve support processes, tooling (ITSM platforms), and documentation across the support organization
What We're Looking For
- 8–12 years of experience in application/IT support, with several years in a team lead or program management capacity
- Proven track record managing multi-tier (L1/L2/L3) support operations against SLA commitments
- Strong stakeholder management skills — comfortable running service reviews with client leadership
- Experience with ITSM platforms (ServiceNow, Jira Service Management, or similar) and ITIL-aligned processes
- Ability to balance operational firefighting with longer-term process and quality improvements
Nice to Have
- ITIL certification (Foundation or higher)
- Experience managing support for enterprise applications in regulated industries
- Background in both technical support and people/program management
- Experience with support automation or AI-assisted ticket triage