Tech Specialist

Job Description

Job Description

Role Summary
The Tech Lead is responsible for leading L2 application support for an assigned portfolio of applications, ensuring service stability, SLA adherence, incident resolution, operational governance, and continuous improvement. The role provides technical and functional guidance to support analysts, owns application level operational readiness, drives Knowledge Transfer (KT), shadow and reverse shadow execution, manages risks and dependencies, and coordinates with L3 teams, vendors, business stakeholders, and offshore delivery teams for effective support delivery.
Key Responsibilities
Application Support Leadership
Operations
Lead day to day L2 support operations for the assigned application portfolio within agreed SLA and quality targets.
Guide the team in incident triage, troubleshooting, service request fulfilment, problem investigation, and operational issue resolution.
Review application health checks, monitoring alerts, operational validations, and high priority ticket progress.
Ensure timely escalation and follow up with L3 teams, infrastructure teams, product teams, and vendors for critical issues.
Support change, release, deployment, regression validation, and post implementation verification activities.
Knowledge Transfer
Transition Ownership
Plan and lead KT sessions, workshops, shadowing, secondary shadowing, and reverse shadowing activities.
Validate support documentation, SOPs, runbooks, escalation paths, application architecture, interfaces, dependencies, and operational workflows.
Maintain KT trackers, open action items, risks, gaps, and readiness checkpoints through transition and service takeover.
Confirm application support readiness before sign off, including access, monitoring, documentation, ticket workflow, and escalation readiness.
Reduce SME dependency by strengthening knowledge repositories and cross training within the offshore team.
Portfolio Governance
Application Ownership
Own operational understanding of application criticality, business impact, support model, upstream/downstream dependencies, and vendor touchpoints.
Track recurring incidents, known errors, technical debt, operational risks, lifecycle status, version currency, and improvement opportunities.
Maintain current operational knowledge across application inventory, support contacts, runbooks, known issues, and lifecycle milestones.
Drive readiness reviews for assigned applications and highlight documentation, monitoring, access, dependency, or ownership gaps.
Support application portfolio reviews, volumetric analysis, and service performance reporting as required.
Team Guidance, Quality
Offshore Coordination
Mentor L2 analysts and provide technical, functional, and process guidance for ticket handling and application support activities.
Review ticket quality, troubleshooting approach, closure notes, knowledge article usage, and resolution effectiveness.
Ensure adherence to incident, service request, change, release, problem, and escalation management processes.
Support onboarding, cross training, skill development, shift handover, and knowledge sharing routines for the offshore team.
Act as the operational point of contact for application related questions, escalations, and support readiness discussions.
Stakeholder, Vendor
Cross Tower Coordination
Coordinate with business users, application owners, SMEs, vendors, infrastructure teams, service desk/L1, and L3 support groups.
Participate in operational meetings, support reviews, governance discussions, major incident bridges, and transition status forums.
Facilitate communication during high priority incidents, outages, recurring issues, and cross tower dependency resolutio