Application Support Lead - L2

Brief Job / Project Description:

The L2 Application Support Engineer serves as the highest technical escalation point for the Travel Studio platform, responsible for resolving complex incidents, performing deep root cause analysis, and driving system stability and performance improvements.

This role will work closely with engineering teams, vendors, and business stakeholders to ensure seamless operation of booking platforms, integrations, and user access models within a luxury hospitality environment.

Key Responsibilities:

• Own and resolve complex (P1/P2) incidents as the final escalation point.


• Perform deep root cause analysis (RCA) and implement permanent fixes.


• Troubleshoot across application layers (UI, APIs, database, integrations).


• Manage and enhance ServiceNow processes (incidents, changes, catalog).


• Oversee user access, roles, and IAM compliance.


• Support booking workflows, integrations, and business operations.


• Coordinate with vendors and engineering teams for issue resolution.


• Monitor system performance and drive stability improvements.


• Support releases, deployments, and production readiness.


• Document solutions and mentor L1/L2 engineers.

Deliverables / Expected Outcomes:

• Permanent resolution of critical and recurring Android issues.


• Improved app performance, reliability, and release quality.


• Documented RCA reports with preventive and corrective actions.


• Reduced incident recurrence and improved SLA adherence.

Requirements

Mandatory Technical Skills:

Technical Skills

5 - 10 years with Travel Studio Support platform experience

• Strong experience in supporting enterprise-scale applications (Travel Studio).


• Expertise in:


• API troubleshooting (MuleSoft)


• SQL/database querying and data analysis


• Application logs and debugging


• Advanced knowledge of:


• ServiceNow (ITSM, workflows, service catalog)


• Monitoring tools (Datadog or similar)


• Role-based access control (RBAC) and IAM processes

Functional Knowledge

• Deep understanding of travel/hospitality systems and booking lifecycle.


• Experience supporting:


• Customer care operations


• Financial processes (invoicing, reconciliation, reporting)


• Strong business-to-technology translation capability.

Tools / Platforms / Technologies:

ITSM Tools (ServiceNow, Jira)

Experience with Travel Studio Platform)

Exposure to luxury hospitality or travel ecosystem

Experience with ITSM transformation and automation

Preferred / Nice-to-Have Skills:

Experience in luxury hotel or resort operations

Certifications (if any): ITIL® Foundation (IT Service Management)