Technical Support Operations Lead

Job Title : Application Support Lead

Department : Client Business Support / IT Operations

Location : [Trivandrum]

Reports To : Project Manager / Delivery Manager

Job Summary

We are seeking an experienced Application Support Lead to manage and guide the L1 & L2 Application Support Team responsible for delivering high-quality, round-the-clock technical support for client business applications.

The ideal candidate will have hands-on technical expertise, strong leadership skills, and experience managing a team in a 24x7 rotational support environment . The role involves ensuring service excellence, meeting SLA commitments, driving process improvements, and serving as a key escalation point for critical client incidents.

Key Responsibilities

1. Team Leadership & Operations

• Lead and manage the L1 & L2 Application Support Team , ensuring effective coverage across rotational shifts .
• Allocate resources, define shift rosters, and manage performance within the team.
• Provide technical and functional guidance to team members for complex issues.
• Conduct daily stand-ups, issue review meetings, and post-incident analysis sessions.
• Foster a culture of ownership, accountability, and continuous learning within the team.

2. Incident & Problem Management

3. Client Communication & Stakeholder Management

4. Process Management & Continuous Improvement

5. Reporting & Documentation

Shift Management

Required Skills & Competencies

Technical Skills

Leadership & Process Skills

Soft Skills

Qualifications

Employment Terms