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 teams to improve supportability, observability, and operational resilience.

AI-Enabled Support & Automation

• Drive adoption of AI-assisted support capabilities including intelligent alerting, incident prediction, automated diagnostics, and knowledge recommendations.

• Leverage AI and automation tools to improve ticket triage, incident routing, root cause analysis, and operational efficiency.

• Champion self-service support solutions, automated workflows, and intelligent knowledge management practices.

• Identify opportunities to reduce repetitive manual support activities through scripting, automation, and AI-enabled tooling.

• Evaluate emerging AI and operational technologies to modernize support operations and improve service delivery outcomes.

Continuous Improvement & Governance

• Analyze support trends, recurring incidents, and operational metrics to identify improvement opportunities.

• Develop and monitor operational KPIs including SLA compliance, incident response times, resolution times, system uptime, and customer satisfaction.

• Lead post-incident reviews and drive corrective and preventive action initiatives.

• Maintain support documentation, operational runbooks, and knowledge base content to ensure operational consistency and scalability.

• Collaborate with Product and Engineering teams to prioritize defect resolution and operational enhancements.

• Contribute to release readiness reviews and ensure production support preparedness for new feature deployments.

Cross-Functional Collaboration

• Partner with Client Services, Product, Engineering, Infrastructure, and Security teams to ensure seamless operational support and issue resolution.

• Serve as a trusted operational advisor to stakeholders regarding production health, support trends, and service improvement initiatives.

• Facilitate communication between technical teams and business stakeholders during operational events and escalations.

• Support organizational transformation initiatives related to operational excellence, automation, and AI-enabled service delivery.

Key Skills & Qualifications

• 5+ years of experience in application support, production operations, technical support, or IT service management roles.

• 2+ years of leadership or team lead experience managing support or operational teams.

• Strong understanding of enterprise application architectures, APIs, databases, cloud platforms, and distributed systems.

• Experience with incident management, problem management, monitoring tools, and operational support processes.

• Knowledge of ITIL principles and operational governance best practices.

• Experience with scripting, automation, or workflow orchestration tools.

• Familiarity with AI-enabled support technologies, intelligent monitoring platforms, or automation-driven operations is highly desirable.

• Strong troubleshooting, analytical, and root cause analysis skills.

• Excellent communication and stakeholder management capabilities.

• Ability to work effectively in fast-paced, high-availability production environments.

                                                                                    

Business Unit: 

Carlson Marketing Solutions - Sri Lanka

                                                                                    

Scheduled Weekly Hours:

40

                                                                                    

Number of Openings Available: 

1

                                                                                    

Worker Type: 

Regular

                                                                               

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

 

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

 

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

 

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.