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
Oversee incident management from logging to resolution, ensuring SLA adherence .Act as the primary escalation point for high-severity or critical incidents.Perform detailed Root Cause Analysis (RCA) and drive corrective and preventive actions.Coordinate with development, QA, DevOps, and infrastructure teams for permanent fixes.Maintain clear communication with clients during major incidents and downtime.3. Client Communication & Stakeholder Management
Serve as the key contact for client communication regarding application support matters.Ensure timely updates, reports, and RCA documentation are shared with clients.Participate in client review meetings and provide performance summaries.Collaborate with account management and delivery teams to identify client improvement opportunities.4. Process Management & Continuous Improvement
Define and enforce SOPs, escalation matrices, and knowledge base updates .Monitor system alerts, ticket queues, and incident trends to identify recurring issues.Suggest and implement process automation, monitoring improvements , and preventive measures.Ensure team compliance with ITIL best practices (Incident, Problem, and Change Management).Conduct periodic audits of ticket handling and communication quality.5. Reporting & Documentation
Prepare and publish regular support performance reports , including SLA metrics and incident summaries.Maintain documentation for runbooks, RCAs, shift handovers , and process updates.Track key metrics such as first response time, resolution rate, and CSAT scores.Shift Management
The support team operates on a rotational 24x7 shift model covering global client time zones.The Lead will be responsible for :Planning and approving shift schedules (L1 / L2).Monitoring shift handovers and continuity.Ensuring on-call support is available for critical incidents after hours.Working in day shifts primarily , with flexibility for off-hour escalations or client bridge calls .Required Skills & Competencies
Technical Skills
Strong understanding of web applications, APIs, and databases (SQL, MySQL, PostgreSQL) .Experience with log analysis , monitoring tools (Grafana, Kibana, Datadog), and alert management systems .Familiarity with cloud environments (AWS, Azure) and CI / CD pipelines .Exposure to incident automation , application performance monitoring , and integration troubleshooting .Knowledge of scripting (PowerShell, Bash, or Python) is a plus.Leadership & Process Skills
Proven experience in leading L1 / L2 support teams in a managed service or client-facing setup.Strong understanding of ITIL practices , especially Incident, Problem, and Change Management.Experience in SLA management , ticket triage , and client escalation handling .Ability to analyze support metrics and implement continuous improvement strategies.Excellent communication, presentation, and stakeholder management skills.Soft Skills
Strong leadership, mentoring, and team development capabilities.Analytical and process-oriented mindset.Calm and composed approach under high-pressure scenarios.Customer-first attitude and ability to handle client escalations tactfully.Excellent documentation and reporting skills.Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related discipline.5–8 years of experience in Application Support , with at least 2 years in a lead or supervisory role .Experience supporting client-facing business applications is mandatory.ITIL Foundation certification preferred.Experience in SaaS, healthcare, financial, or enterprise systems will be an added advantage.Employment Terms
Employment Type : Full-timeProbation Period : 3 months (confirmation based on performance)Shift : Primarily Day Shift with rotational / on-call escalation supportWork Model : [On-site / Hybrid / Remote – specify as applicable]