Senior L2 Application Support Lead Engineer

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Overview

We're seeking a Senior L2 Application Support Lead Engineer to oversee our Level 2 application support operations. This role ensures timely resolution of complex technical issues, maintains application stability, and drives process improvements. Acting as a key bridge between frontline support, engineering, and business stakeholders, you’ll focus on delivering high availability, compliance, and exceptional customer satisfaction.

 

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

 

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

 

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

 

Why You’ll Enjoy It Here:

  • Be Part of Something Big – A growing company where your contributions matter.
  • Make an Immediate Impact – Support groundbreaking technologies with real-world results.
  • Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
  • Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
  • We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

 

We Are TeKnowledge. Where People Lead and Tech Empowers.


Responsibilities

Release Planning & Execution

  • Lead the end-to-end release process for infrastructure components (network, compute, storage, and cloud services).
  • Coordinate with platform, security, and application teams to ensure release readiness.
  • Manage release calendars, change windows, and communication plans.

Technical Support & Troubleshooting

  • Resolve escalated L2 application issues and coordinate with L3 and development teams for permanent fixes.
  • Perform root cause analysis and monitor application logs, performance metrics, and system health using tools like Splunk, AppDynamics, or New Relic.

Team Leadership & Coordination

  • Mentor and guide L2 support engineers, ensuring adherence to SLAs and operational best practices.
  • Manage ticket queues, prioritize incidents, and maintain clear stakeholder communication.
  • Collaborate with DevOps, QA, and infrastructure teams to support deployments and environment stability.

Process & Documentation

  • Maintain detailed runbooks, SOPs, and knowledge base articles.
  • Ensure compliance with ITIL processes and internal security policies.
  • Produce monthly reports on application performance, incident trends, and resolution metrics.

Environment & Tools Management

  • Support applications hosted on Linux/Windows servers and cloud platforms (AWS, Azure).
  • Work with databases such as MSSQL, PostgreSQL, Oracle (MongoDB is a plus).
  • Use scripting or programming languages (Python, Java, C#, .NET) for automation and diagnostics.


Qualifications

Education & Certifications

  • 4-year degree in Information Science, Information Technology, Computer Science, Engineering, or related field.
  • ITIL Foundation or Managing Professional certification.
  • Microsoft Certified: Azure Administrator Associate.
  • AWS Certified SysOps Administrator – Associate.
  • Splunk or AppDynamics Certified Power User.
  • Red Hat Certified System Administrator (RHCSA).
  • Certified Kubernetes Administrator (CKA) (for containerized apps).
  • Java SE Programmer Certification.
  • Certified DevOps Engineer – Azure or AWS (for CI/CD and automation).

Experience & Skills

  • 4+ years of application support experience, including 2+ years in a lead/senior role.
  • Strong understanding of application architecture, APIs, and integration points.
  • Hands-on experience with Java runtime, APIs, and frameworks (e.g., Spring Boot).
  • Expertise in application server monitoring, API management, observability, and logging.
  • Skilled in log analysis (Splunk, AppDynamics, New Relic).
  • Experience with cloud environments and CI/CD pipelines is a plus.
  • Strong problem-solving, stakeholder management, and communication skills.
  • Familiarity with FinTech or banking compliance standards is preferred.
  • Proven ability to lead in a fast-paced, high-compliance environment.
  • Multi-country or Pan-African experience is advantageous.

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