Application Support Lead (L2)

Neve Jewels Group - India; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Neve Jewels Group - India is seeking an experienced Application Support Engineer (L2) to anchor Mumbai’s support team. You will own incident response, drive rapid resolution, mentor junior staff, and partner with development and business teams to ensure 24x7 stability of our digital retail ecosystem.

The ideal candidate blends deep technical skills with leadership, a service‑first mindset, and a track record of managing support teams in ecommerce platforms at scale.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field.
• 5–8 years in application support with at least 2 years in a team lead or senior L2 role.
• Experience supporting e‑commerce platforms or digital retail environments at scale.
• Hands-on with OMS/CMS platforms (Salesforce Commerce Cloud, Magento, or equivalent).

Responsibilities

• Own end-to-end incident management lifecycle: detection, triage, resolution, RCA, and post‑mortems.
• Mentor and prioritize a team of 7 L1 engineers; define escalation paths and SLAs.
• Manage on-call coverage for critical periods and coordinate with vendors for incident resolution.
• Monitor logs and health dashboards; drive proactive issue resolution and release readiness.

Skills

Leadership & team coaching

Incident management

SLA/SLO enforcement

Cross-functional collaboration

Communication to stakeholders

Automation & runbooks

Customer-centric mindset

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Splunk/ELK

Datadog

Dynatrace

Jira Service Management

Freshdesk

Wazuh

Job description

Role Summary

We are seeking an experienced Application Support Engineer (L2) to anchor our Mumbai-based support team of seven engineers. This role is the nerve center of our application operations — you will own incident response, drive resolution, mentor junior staff, and partner with development and business teams to ensure 24×7 stability of our digital retail ecosystem. The ideal candidate blends strong technical depth with leadership capability and a service-first mindset.

Key Responsibilities

Leadership & Operations

• Coach, and Mentoring a team of 7 L1 Application Support Engineers, setting daily priorities and managing workloads.
• Define and enforce support processes, escalation paths, and SLA/SLO frameworks across all platforms.
• Create and maintain a roster for on-call coverage across business-critical periods (sales, launches, festive seasons).
• Serve as the primary escalation point for P1/P2 incidents, driving swift resolution and clear stakeholder communication.

Incident & Problem Management

• Own the end-to-end incident management lifecycle — detection, triage, resolution, RCA, and post-mortems.
• Investigate complex application issues across 30+ websites, 60+ retail store, OMS, and CMS environments; coordinate cross-team fixes.
• Maintain an incident knowledge base and drive problem management to address recurring defects permanently.
• Track MTTR, MTTA, and ticket volume metrics; report weekly to IT leadership.

Platform & Application Support

• Provide L2 support for web storefronts (30+ sites and 60+ retail stores), in-house OMS, and CMS covering application configuration, data fixes, integration issues, and performance degradation.
• Monitor application health dashboards, logs (Splunk/ELK or similar), and alerts; proactively address anomalies before they impact customers.
• Manage release readiness, validate deployments in staging, support go-live activities, and rollback if required.
• Liaise with third-party vendors (payment gateways, logistics APIs, CDN providers) for incident resolution.

Process Improvement & Collaboration

• Identify automation opportunities to reduce repetitive manual tasks and ticket volumes (scripts, runbooks, self-service tooling).
• Collaborate with Development and QA teams to improve release quality and supportability of new features.
• Maintain comprehensive runbooks, SOPs, and application documentation for all critical platforms.
• Work closely with business stakeholders (Merchandising, Marketing, Operations) to understand and anticipate support demand.

About You

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 5–8 years of experience in application support, with at least 2 years in a team lead or senior L2 role.
• Proven experience supporting e-commerce platforms or digital retail environments at scale.
• Hands-on experience with OMS or CMS platforms (proprietary or commercial, e.g. Salesforce Commerce Cloud, Magento, custom-built).
• Demonstrated track record of managing support teams and driving SLA compliance.

Technical Skills

• Strong working knowledge of web application architecture (front-end, back-end, APIs, databases).
• Proficiency in SQL, Mariadb ability to write and execute queries for data investigation and minor fixes.
• Experience with log analysis and monitoring tools (Wazuh, Sematext, Datadog, Dynatrace, or equivalent).
• Familiarity with ITSM tools (Jira Service Management, Freshdesk, or equivalent).
• Basic scripting ability (Python, Bash, or PowerShell) for automation and data extraction.
• Understanding of REST APIs, JSON/XML — ability to trace integration issues between systems.
• Knowledge of cloud platforms (AWS ) and CDN technologies is a plus.
• Good to have understanding of PHP

Leadership & Soft Skills

• Strong leadership presence with the ability to inspire confidence in a team under pressure.
• Exceptional communication skills — able to translate technical issues clearly for non-technical business stakeholders.
• High ownership mindset: self-driven, accountable, and solutions-oriented.
• Ability to manage multiple high-priority incidents simultaneously without losing quality or composure.
• Customer-centric approach — understands the impact of support quality on brand perception in the luxury segment.

Good to Have

• Experience in the luxury retail, fashion, or jewelry industry.
• ITIL Foundation certification or higher.
• Exposure to multi-currency, multi-locale e-commerce operations.
• Familiarity with Agile/Scrum delivery frameworks.
• Prior experience in a 30+ website / multi-brand digital portfolio environment.