Quadlabs Technologies - Team Lead - Application Support

Job Summary :

We are seeking an experienced and proactive Team Lead Application Support to manage and guide our application support team while also providing hands-on support to customers.

This role involves resolving technical issues, maintaining high levels of customer satisfaction, and ensuring smooth operations of business-critical applications.

The ideal candidate will have strong technical knowledge, leadership skills, and the ability to manage multiple client accounts in a fast-paced Responsibilities :

• Lead and oversee the Application Support team, ensuring timely and high-quality resolution of client issues.
• Provide first-line and escalated support to customers 24x7, addressing queries and resolving product-related concerns.
• Troubleshoot application software issues, perform root cause analysis, and follow through until closure to prevent recurrence.
• Accurately log, track, and report issues in the incident management / reporting system.
• Collaborate closely with internal teams (development, QA, product management) to resolve issues effectively.
• Maintain comprehensive product and technical knowledge, keeping up to date through self-learning and training.
• Ensure high levels of customer satisfaction by delivering prompt and professional service.
• Understand ERP application architecture and structure to respond to ERP-related queries from clients.
• Manage multiple client accounts and prioritize tasks effectively under pressure.
• Work with SQL Server for database management, query execution, and troubleshooting.
• Oversee and manage IIS administration, Windows Server environments, and related infrastructure.
• Mentor team members, conduct regular reviews, and provide training to improve performance and Competencies :
• Strong leadership and team management skills.
• Solid experience in Application Support and Technical Support.
• Analytical and problem-solving skills with an eye for detail.
• Ability to manage multiple client queries simultaneously while maintaining professionalism under

pressure.

(ref : hirist.tech)