Application Support Lead (hybrid from Germany - Bonn) @ ITMAGINATION

ITMAGINATION; Bonn; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading technology solutions provider in Bonn is seeking an experienced Application Support Lead to oversee L2/L3 support for a large Automotive DMS program. The ideal candidate has over 12 years in application production support, strong leadership skills, and excellent command of both German and English at B2 level. This role involves client management, incident governance, and driving continuous improvements in operations, with some remote flexibility from Bonn.

Qualifikationen

• 12+ years in application production support / IT service delivery.
• Hands-on experience with ITSM / ITIL v4.
• Experience in mission-critical environments.

Aufgaben

• Lead L2 / L3 application production support for a large Automotive DMS program.
• Serve as primary client contact and manage expectations.
• Ensure SLA / KPI attainment and auditability.

Kenntnisse

Application production support

Team leadership

Incident management

Documentation skills

Stakeholder management

Proactive risk reduction

German language (B2+)

English language (B2+)

Tools

ServiceNow

Prometheus

Grafana

App Insights

Windows

SQL Server

Jobbeschreibung

ITMAGINATION , now part of the Virtusa Group helps its Clients by becoming a true extension of their software and data development capabilities. Through the readily set up, comprehensive, and self-governing teams, we let our Clients focus on their business while we make sure that their software products and data tools scale up accordingly and with outstanding quality.

We are looking for experienced team players to fill the position of Application Support Lead and participate in our up-and-coming project for our client from the telco industry.

Project Goals

stable, compliant, and measurable production operations for core DMS services, with predictable SLAs and proactive risk reduction.

Requirements

• 12+ years in application production support / IT service delivery, incl. team leadership.
• Hands‑on ITSM / ITIL v4 ; strong incident / problem management and RCA practice.
• Experience in enterprise, mission‑critical environments; stakeholder management.
• Familiar with monitoring / APM and SLO / SLA reporting; strong documentation habits.
• German B2+ and English B2+;
• Remote from Germany - from time to time from Bonn

Preferred

• Tooling : ServiceNow, Prometheus / Grafana / App Insights; Windows / IIS and SQL Server basics.
• Exposure to Automotive / DMS programs; shift / on‑call model design and optimization.
• Governance / reporting cadence with executives; compliance and audit experience.

Responsibilities

• Lead L2 / L3 application production support for a large Automotive DMS program (hybrid, Bonn).
• Serve as primary client contact; manage expectations, run service reviews, and ensure customer satisfaction.
• Govern incident, problem, and change processes; ensure SLA / KPI attainment and auditability.
• Build and mentor a high‑performing support team; define roles, runbooks, shift / on‑call model.
• Drive continuous improvement: stability, MTTR, automation of toil, knowledge base maturity.
• Oversee observability and capacity / availability planning; coordinate with Dev, QA, Infra / Security.