Application Support Lead

Job Description:

-----------------

Application Support Lead

Role Overview

The Application Support Lead will oversee the stability, performance, and continuous improvement of CORA Loyalty’s enterprise applications and production support operations. This role combines technical leadership, operational excellence, incident management, and customer-focused service delivery to ensure reliable and scalable application support across global platforms.

As a key member of the Technology Delivery organization, the Application Support Lead will drive modernization of support operations through automation, AI-enabled support capabilities, proactive monitoring, and continuous service improvement. This role will lead support analysts and engineers while partnering closely with Engineering, Product, Infrastructure, DevOps, and Client Services teams to minimize operational risk, improve system reliability, and enhance customer experience.

The ideal candidate brings strong production support experience, operational leadership capabilities, and a passion for leveraging AI and automation to improve incident response, root cause analysis, knowledge management, and support efficiency.

Key Responsibilities

Application Support & Operational Leadership

• Lead daily application support operations, ensuring timely resolution of incidents, service requests, and production issues.

• Manage and mentor support analysts and technical support engineers across multiple applications and platforms.

• Establish operational support standards, escalation procedures, SLAs, and incident management best practices.

• Oversee production monitoring, issue triage, root cause analysis, and problem management activities.

• Coordinate major incident response efforts and drive effective communication during high-priority production events.

• Ensure system stability, application availability, and operational readiness across environments.

• Partner with Engineering and DevOps ...

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis.