Mgr-L2 Application Support

This position will be domiciled at a Fed Ex Freight location in Harrison, AR. You will be required to work at a Fed Ex Freight Location several times per week.

Leads the advanced application recovery function responsible for diagnosing and resolving production issues escalated from the Service Desk and Command Center.

• Lead centralized L2 application support teams across business-critical systems.
• Perform deep troubleshooting, deep technical analysis (non‑code), and resolution of production application issues.
• Execute non‑code fixes, configuration changes, and data corrections.
• Serve as the primary technical responder during incidents and application‑level recovery execution.
• Escalate to L3/Engineering with clear diagnostics and impact context.
• Partner with MIM during incidents and with SRE for recurring issue elimination.
• Maintain strong documentation and knowledge transfer to the Service Desk
• Support managed‑capacity and managed‑service transition over time.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

• Bachelor’s degree/equivalent in computer science, engineering, information systems, or related fields.
• Seven (7) years’ experience in support or production operations.
• Experience leading L2 or equivalent support teams.
• Strong troubleshooting skills across enterprise applications.
• Strong familiarity with ITSM tools (e.g., Service Now), and proven ability to collaborate across SRE, Engineering, and incident management teams.
• Experience with enterprise application support experience, a focus on reducing incident recurrence and MTTR.
• Familiarity with ITIL incident and problem management.
• Strong partnership with SRE and MIM.
• Knowledge of improvement for L1, fewer repeat incidents, and reduce mean time to restore (MTTR).
• Knowledge of high‑quality escalation to Engineering.

• Some travel required

Seeking candidates with enterprise application support experience, a focus on reducing incident recurrence and MTTR, strong familiarity with ITSM tools (e.g., Service Now), and proven ability to collaborate across SRE, Engineering, and incident management teams.

EST Fed Ex Freight, Inc Fed Ex  Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with Fed Ex Freight, please e-mail at  Fed Ex Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.