Application Support L3

Babel Group•San Jose, CA

2d•Remote

About The Position

The objective of this role is to ensure the stability, availability, performance, and operational continuity of applications supporting Supply Chain & Manufacturing (SCM) processes. This position serves as a technical escalation point (L3) for complex incidents and problems that cannot be resolved by L1, L2, or AMS teams. The role is responsible for leading technical diagnosis, coordinating service recovery, validating root cause analyses (RCA), and driving corrective and preventive actions to enhance application reliability. Collaboration with Product, Development, Infrastructure, Cloud, Security, Data teams, and Vendors is essential to ensure stable operations aligned with business needs. This opportunity is available for individuals in Costa Rica, El Salvador, and Guatemala.

Requirements

University Bachelor's degree in Systems Engineering, Computer Science, or related fields.
Minimum 5 years of experience in enterprise application support, IT operations, or technology service management.
Minimum 3 years of experience in specialized L2/L3 support or Application Support.
At least 2 years of experience working with Kubernetes and Docker in production environments.
Experience using ITSM tools such as ServiceNow and Jira.
Experience in critical incident management, root cause analysis (RCA), Problem Management, and Change Management.
Experience analyzing logs, metrics, alerts, and system integrations.
Mandatory experience in Manufacturing or Retail industries, with knowledge of processes such as inventory, procurement, logistics, distribution, or integration with ERP/SAP.
Proficiency in Kubernetes, Docker, ServiceNow, Jira, observability tools (Dynatrace, OpenObserve, Orion, or similar), REST APIs and distributed architectures, integrations and messaging, ERP/SAP (functional knowledge), ITSM (Incident Management, Problem Management, and Change Management).
Analytical skills in Java, JavaScript, .NET, C#, or Node.js (analysis capability, not development).
Soft skills: Analytical thinking and problem-solving, effective communication with technical and business teams, collaborative work and coordination of multidisciplinary teams, proactivity and orientation towards continuous improvement, organization and priority management, customer and results orientation.

Nice To Haves

Azure or GCP
WCNP
Kafka
IBM ACE
Git / GitHub
Concord, Ansible, or DevOps tools
PostgreSQL
Nginx / Tomcat / IIS
Python or TypeScript
Power BI
Security and IAM tools

Responsibilities

Act as an L3 escalation point for critical incidents related to SCM applications.
Coordinate the diagnosis, recovery, and stabilization of affected services.
Analyze logs, metrics, traces, events, integrations, and batch processes to identify incident causes.
Monitor application health using observability and monitoring tools.
Validate and follow up on root cause analyses (RCA) and remediation plans.
Manage recurring problems using Problem Management practices.
Evaluate risks associated with technological changes and participate in Change Management processes.
Coordinate incident resolution with Development, Infrastructure, Cloud, Security, Data teams, and vendors.
Maintain updated technical documentation, runbooks, operational procedures, and escalation matrices.
Identify automation opportunities and improvements to reduce incidents and operational effort.
Monitor compliance with SLAs, KPIs, MTTR, and availability metrics.
Participate in the transition and stabilization of new applications within the support model.

Benefits

Focus on working with the latest technologies and innovative projects.
Support for digital transformation and bringing technology to society.
Communication and transparency regarding company news.
Continuous training for employees.
Professional promotion and talent development program.
Work on projects from diverse countries, allowing learning from different cultures.
Support for physical and emotional health (talks, sports competitions).
Recognition for company growth participation through a solidarity bonus.
Commitment to work-life flexibility.
Referral bonus.
Commercial agreements based on location.