• Oversee and mentor a team of support engineers (London & nearshore/local) • Manage daily workload and assignments, ensuring timely and accurate ticket resolution and project process. • Develop and promote best practices in troubleshooting, documentation, and communication • Manage and coordinate the lifecycle of application patching, version upgrades, and routine maintenance • Provide 2nd-level support for Legal and Corporate Service applications • Handle escalations from the Help Desk and direct requests from end users • Diagnose and resolve bugs, escalating to development teams when necessary • Monitor system automated tests and health checks and create action plans for any issues • Ensure system stability, performance optimization, and data integrity • Perform scheduled maintenance tasks and operations to keep applications running smoothly • Support and troubleshoot web applications, web servers, and database connectivity • Understand how web servers and databases interact across client/server environments • Manage group-based security and user access controls • Support process improvements and contribute to automation initiatives • Analyze incident trends and identify opportunities for improvement and incident prevention • Document standard operating procedures, best practices, and known error resolutions