Application Support Lead

About the role

The Application Support Lead oversees the stability, performance and continuous improvement of CORA Loyalty's enterprise applications and production support operations. As part of the Technology Delivery organization, the role leads support analysts and engineers and works with Engineering, Product, Infrastructure, DevOps and Client Services teams to reduce operational risk and improve system reliability. It sits within the Carlson Marketing Solutions business unit in Sri Lanka, with 40 scheduled weekly hours.

Key responsibilities

• Lead daily application support operations, manage and mentor support analysts and engineers, and set operational standards, escalation procedures, SLAs and incident management practices.
• Oversee production monitoring, issue triage, root cause analysis and problem management, and coordinate major incident response.
• Drive adoption of AI-assisted support such as intelligent alerting, incident prediction, automated diagnostics and knowledge recommendations, and champion self-service support and automated workflows.
• Analyze support trends and metrics, develop and monitor KPIs (SLA compliance, response and resolution times, uptime, customer satisfaction), and lead post-incident reviews.
• Maintain runbooks and knowledge base content, contribute to release readiness reviews, and partner with Product and Engineering on defect resolution.
• Act as an operational advisor to stakeholders and support organizational transformation toward operational excellence, automation and AI-enabled service delivery.

Required profile

• 5+ years of experience in application support, production operations, technical support or IT service management.
• 2+ years of leadership or team lead experience managing support or operational teams.
• Strong troubleshooting, analytical and root cause analysis skills; excellent communication and stakeholder management.
• Ability to work in fast-paced, high-availability production environments.

Required skills

• Enterprise application architectures, APIs, databases, cloud platforms and distributed systems.
• Incident and problem management, monitoring tools, and ITIL principles.
• Scripting, automation or workflow orchestration tools.
• Familiarity with AI-enabled support technologies and intelligent monitoring platforms is highly desirable.