Team Lead - Application Support

Responsibilities :

• Team Leadership and Management : Lead, mentor, and manage a team of application support analysts, providing guidance, coaching, and performance feedback to ensure high-quality support services.
• Application Support and Troubleshooting : Oversee the day-to-day application support activities, including responding to user inquiries, diagnosing and resolving technical issues, and escalating complex problems to appropriate teams.
• Problem Management : Drive the problem management process, including root cause analysis, identification of recurring issues, and implementation of preventative measures to minimize future occurrences.
• Incident Management : Ensure timely and effective resolution of incidents, adhering to service level agreements (SLAs), and communicating updates to stakeholders.
• Analytical Insights and Reporting : Monitor application performance, analyze support trends, and generate reports to identify areas for improvement in support processes, application stability, and user experience.
• Process Improvement : Develop and implement best practices, standard operating procedures (SOPs), and knowledge base articles to enhance the efficiency and effectiveness of the application support team.
• Collaboration and Communication : Collaborate with cross-functional teams, including development, infrastructure, and business stakeholders, to ensure seamless application support and resolve issues effectively.
• Vendor Management : Manage relationships with external vendors related to supported applications, ensuring service delivery and issue resolution.
• Escalation Management : Serve as the primary point of escalation for critical application issues, coordinating efforts to resolve problems quickly and minimize business impact.
• Hybrid Work Management : Effectively manage a team in a hybrid work environment, ensuring clear communication, collaboration, and :
• Strong Skills in Application Support : Proven experience in providing application support for enterprise-level applications, with a strong understanding of support methodologies and best practices.
• Proficient in Troubleshooting and Problem Management : Demonstrated ability to troubleshoot complex technical issues, perform root cause analysis, and implement effective solutions.
• Excellent Analytical Skills : Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and provide insights to improve support processes.
• Prior Experience in Leading a Technical Support Team : Previous experience in a team lead or supervisory role, with a proven track record of managing and motivating a technical support team.
• Outstanding Communication and Leadership Skills : Excellent verbal and written communication skills, with the ability to communicate technical information to both technical and non-technical audiences. Strong leadership skills, including the ability to delegate tasks, provide guidance, and foster a collaborative team environment.
• Ability to Work Effectively in a Hybrid Work Environment : Experience in managing or working effectively in a hybrid work environment, with strong self-discipline, time management, and communication skills.
• Educational Background : Bachelor's degree in Computer Science, Information Technology, or a related field.
• Industry Experience : Experience in the technology or software development industry is a plus.

Skill Set :

ref : hirist.tech)