Application Support 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

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-time

Probation Period :

3 months (confirmation based on performance)

Shift :

Primarily Day Shift with

rotational / on-call escalation

support

Work Model :

[On-site / Hybrid / Remote – specify as applicable]