We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

The Application Support Lead (Level 2) is responsible for ensuring the stability, performance, and availability of business-critical applications. This role leads the L2 support team, manages incident and service requests resolution, coordinates with L1 and L3 teams, and ensures adherence to SLAs. The ideal candidate combines strong technical troubleshooting skills with leadership capabilities to drive continuous service improvement.

Key Responsibilities

Incident, service request & Problem Management

Act as primary escalation point for Level 2 application issues
Analyse and troubleshoot complex incidents and service requests escalated from L1 support
Perform root cause analysis (RCA) and implement corrective actions
Ensure timely resolution in line with SLAs
Coordinate with L3 teams, and development teams when required
Lead major incident bridge calls and communication updates

Monitoring & Service Stability

Monitor application health, logs, batch jobs, APIs, and integrations
Identify recurring issues and drive proactive fixes
Maintain high system availability and performance
Review alerts from monitoring tools

Team Leadership

Lead and mentor L2 support analysts
Allocate workload and manage shift schedules
Conduct knowledge transfer sessions
Provide technical guidance and best practices
Participate in hiring, onboarding, and performance reviews

Change & Release Support

Support deployment activities and release validations
Assess impact of code changes on application stability
Validate rollback plans and release documentation

Documentation & Knowledge Management

Maintain troubleshooting guides
Document known errors and workarounds
Ensure knowledge base is updated for L1 team enablement

Stakeholder Communication

Provide regular updates to business stakeholders
Prepare incident, service request reports and service performance metrics
Collaborate with product owners, developers, and infrastructure teams

Qualifications

Technical Skills

Strong experience in Application Support / Production Support
Understanding of:
- Incident, Problem and service requests
- Batch job monitoring
- REST/SOAP services
Familiarity with cloud platforms (AWS, Azure) is a plus

Soft Skills

Strong analytical and problem-solving ability
Leadership and team mentoring skills
Excellent communication and stakeholder management
Ability to work under pressure in production environments
Strong prioritization and decision-making skills

Experience

6–10 years of experience in Application/Production Support
2+ years in L2 support role or team lead role
Experience working in SLA-driven environment
Experience supporting enterprise or customer-facing applications

KPIs / Success Metrics

Incident and service request resolution time
SLA compliance
Reduction in recurring incidents
Knowledge base quality
Team performance and productivity

Additional Information

Why SGS

• Join a globally recognized leader in the Testing, Inspection, and Certification (TIC) industry.

• Flexible schedule and hybrid work model (on average 2 days per week in the office, with flexibility when needed).

• Continuous learning opportunities through SGS University and Campus.

• Open, collaborative, and supportive working culture with real opportunities for growth.

Based in Alabang, Muntinlupa, Philippines