Level 2 Support Lead

Position Title: Level 2 Support Lead
Reports To: Operations Manager / DevOps Manager
Division: Industrial and Digital Technologies
Position Summary:
We are looking for a senior .NET Application Developer, Support Lead, to join our growing DevOps team.
This role will see you work across all facets of the project lifecycle, from requirements analysis, solution design, development, testing and even support. As a Level 2 Support Lead, you are expected to lead the L2 team on fulfilling SLAs for IT incidents and requests. You are all also required to be capable of working within a team and provide assistance and guidance to support team members.
The ideal candidate should possess strong technical abilities to solve complex problems, a willingness to learn new technologies and tools if necessary and be comfortable supporting the needs of multiple teams, stakeholders, and products.

What are the primary responsibilities of the Role?

• Lead, mentor, coach, support and motivate the Level 2 support team
• Determine and allocate best use of resources to cover Level 2 support performance including rostering direct reports and highlighting requirements of broader team to achieve targeted performance levels
• Drive continuous improvement, i.e. ensuring of reduction in aging tickets, decrease of Incident Re-
• Assignments and decrease in MTTR
• Identify, prioritise and schedule problems and act as an escalation point for the team
• Set strategies for the team to identify diagnose, resolve or prevent reoccurring incidents and requests and introduce automation methodologies to reduce them
• Provide support to IDT team and business partners to troubleshoot Level 2 applications tickets and act as the single point of contact for the teams after-hour incidents and requests escalation within given SLAs
• Ensure all incidents and requests are logged and kept current in the ITIL tool
• Exercise expert judgement to ensure tickets, if required, are timely escalated to Level 3
• Level 2 support for existing .NET/Sybase platform
• Identify problems and manage requests and incidents
• Provide resolution to incidents within the given SLAs
• Complete application testing for applications and migration
• Monitor the health, performance and availability of applications
• Investigate and troubleshoot incidents reported by users
• Collaborate with development and operations team to diagnose issues and implement corrective actions
• Work closely with the development team to understand application requirements and provide insights into effective operational practices

Experience & Qualifications

Mandatory (critical for the Role):

• Bachelor's degree in Computer Science or a related field
• 5+ years of experience leading a team of IT Level 2 Support Analysts
• 7+ years of experience as a customised application developer
• Thorough documentation skills
• Exposure to ITSM tool ServiceNow
• Integration to ERP (SAP)
• Strong problem solving and analysis skills is key to this role
• Willingness to grasp new technologies (web & development)
• Ability to work autonomously

Skills (Technical, Business, Leadership):

• Effective communication skills to interact with team members and stakeholders
• Working experience with:
• .NET 2.0 4.6 and Core
• C#
• ASP.NET MVCHTML
• CSS
• AJAX
• Javascript
• RDBMS e.g. TSQL MSSQL/Sybase
• Good understanding for micro services and multi-tier architectures
• Knowledge with Cloud computing concepts and technologies e.g. AWS EC2, EKS, ECS, Elasticache, RDS, SQS and S3
• Experience with Active Directory and knowledge of Configuration Manager