Lead Application Support Engineer

5+ years of experience in application support, system administration, or IT operations Strong background supporting web applications Strong background supporting Microsoft server technologies Understanding of client/server architectures Understanding of web servers and database systems (SQL Server or similar) Knowledge of HTTP/HTTPS, SSO, SSL/TLS, and group-based security models Experience in patching and upgrading applications Familiarity with legal systems or corporate service applications is a plus Proven ability to lead small teams Proven ability to manage workloads effectively Knowledge of incident, change, and problem management frameworks (ITIL certification a plus) Excellent communication, problem-solving, and documentation skills Experience working remotely with distributed or global teams

Oversee and mentor a team of support engineers Manage daily workload and assignments for timely ticket resolution Develop and promote best practices in troubleshooting, documentation, and communication Manage application patching, version upgrades, and routine maintenance Provide 2nd-level support for Legal and Corporate Service applications Handle escalations from the Help Desk and direct user requests Diagnose and resolve bugs, escalating to development teams when necessary Monitor system automated tests and health checks Ensure system stability, performance optimization, and data integrity Perform scheduled maintenance tasks Support and troubleshoot web applications, web servers, and database connectivity Understand web server and database interactions Manage group-based security and user access controls Support process improvements and automation initiatives Analyze incident trends and identify improvement opportunities Document standard operating procedures and best practices Recommend improvements to application lifecycle management and support models