Level 2 Application Support Lead

As an L2 Application Support Lead, you will serve as the primary technical escalation point for complex incidents while providing leadership, coaching, and operational direction to the support team. You will be responsible for ensuring application stability, availability, and performance, while driving continuous improvement initiatives that enhance the overall customer experience.

Working closely with customers, business stakeholders, development teams, infrastructure teams, and service delivery managers, you will lead incident resolution efforts, oversee root cause analysis, and implement preventive measures to minimize service disruptions. Your expertise in application support, service management, stakeholder engagement, and team leadership will be critical in maintaining operational excellence and meeting service level commitments.

Beyond operational support, you will play a key role in application modernization, automation, cloud transformation, and DevSecOps initiatives, helping customers improve system reliability, scalability, and efficiency. You will also contribute to developing support strategies, governance processes, knowledge management practices, and operational standards that enable long-term service success.

This role is ideal for a technical leader who thrives in a fast-paced environment, enjoys mentoring teams, and is passionate about delivering exceptional customer outcomes.

What You Will Do

• Lead and mentor a team of L1/L2 Application Support Engineers, providing technical guidance, coaching, and performance oversight.
• Act as the primary escalation point for major incidents, ensuring timely resolution of complex application issues and minimizing business impact.
• Drive incident, problem, and change management processes in accordance with ITIL best practices and agreed service level agreements (SLAs).
• Perform and oversee root cause analysis (RCA) activities, ensuring corrective and preventive actions are implemented effectively.
• Collaborate with development, infrastructure, database, and business teams to resolve cross-functional technical issues and improve application reliability.
• Monitor application health, performance, and availability, proactively identifying risks, trends, and opportunities for service improvement.
• Lead continuous improvement, automation, and operational excellence initiatives, including application modernization, cloud adoption, and DevSecOps transformation efforts.
• Develop and maintain operational documentation, support procedures, knowledge articles, and governance reporting while ensuring compliance with security, audit, and regulatory requirements.

Your Future at Kyndryl
At Kyndryl, you'll do more than support applications, you'll help shape the future of enterprise technology. As an L2 Application Support Lead, you'll have the opportunity to lead teams, drive service excellence, and contribute to cloud, automation, and modernization initiatives for global customers. With access to continuous learning, certification programs, and leadership development opportunities, you can grow your career toward Application Support Management, Service Delivery Leadership, Solution Architecture, or Technical Consulting.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience in Application Support, Production Support, or Application Management within an enterprise environment.
• Proven experience leading, mentoring, or coordinating support teams while managing escalations and workload priorities.
• Strong hands-on experience supporting enterprise applications across Linux/Unix, Windows, SQL databases, APIs, and application integrations.
• Experience managing major incidents, conducting root cause analysis (RCA), and driving resolution within SLA commitments.
• Solid understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Strong stakeholder management and communication skills, with the ability to engage technical teams, business users, and customers.
• Demonstrated ability to drive operational excellence, continuous improvement, and service reliability in a fast-paced production environment.

Preferred Skills and Experience

• Experience leading an Application Support team in a managed services or enterprise support environment.
• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).
• Experience supporting ERP, CRM, Banking, Telecommunications, or other mission-critical enterprise applications.
• Knowledge of monitoring and observability tools such as Dynatrace, AppDynamics, Splunk, ELK, or Grafana.
• Hands-on experience with scripting and automation using Shell, Python, PowerShell, or similar technologies.
• Familiarity with DevOps/DevSecOps practices, CI/CD pipelines, and application deployment processes.
• ITIL Foundation, Agile, Scrum, or other relevant industry certifications.
• Experience driving service improvement initiatives, support transformation programs, or application modernization projects.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.