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L3 Support Lead

Georgia IT, Inc.

Key Facts

Remote From: 
United States
Full time
Senior (5-10 years)
English

Other Skills

  • •
    Communication
  • •
    Teamwork

Roles & Responsibilities

  • Strong L2/L3 production support experience
  • Incident/problem management and escalation handling
  • SQL troubleshooting and log analysis
  • ServiceNow/Jira ticketing systems

Requirements:

  • Lead L3 production support for mortgage and banking applications
  • Manage major incidents, escalations, and bridge calls
  • Coordinate with development, QA, DevOps, infrastructure, and business teams
  • Drive root cause analysis (RCA) and preventive actions

Job description

Job Title: L3 Support Lead – Mortgage / Banking Applications
Location: Remote (United States)
Employment Type: Full-time / Contract
Experience: 8–12 Years
Rate - DOE

Key Responsibilities
  • Lead L3 production support for mortgage and banking applications
  • Manage major incidents, escalations, and bridge calls
  • Coordinate with development, QA, DevOps, infrastructure, and business teams
  • Drive root cause analysis (RCA) and preventive actions
  • Monitor SLAs, KPIs, and operational performance
  • Support loan origination, mortgage servicing, and lending platforms
  • Mentor offshore support teams and ensure smooth handovers
Required Skills
  • Strong L2/L3 production support experience
  • Incident/problem management and escalation handling
  • SQL troubleshooting and log analysis
  • ServiceNow/Jira ticketing systems
  • Monitoring & observability tools (Splunk, Dynatrace, AppDynamics)
  • Unix/Linux and API troubleshooting knowledge
  • Excellent stakeholder and executive communication skills
Ready to apply?
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