Application / Infrasructure Support - Shift Lead

We are seeking an experienced and proactive Shift Lead to manage daily operations, resource coordination, and technical support activities across application, database, and infrastructure support environments. The ideal candidate should possess strong leadership, communication, and incident management skills, along with hands-on exposure to enterprise support operations and cloud technologies.

Role & responsibilities

• Manage and oversee shift operations to ensure smooth delivery of support services.

• Handle roster management, shift scheduling, and resource allocation effectively.

• Monitor and manage ServiceNow queues, ensuring timely incident/request assignment and resolution tracking.

• Coordinate and manage team availability, including short breaks and lunch schedules, to maintain operational coverage.

• Act as the primary escalation point during shifts for operational and technical issues.

• Support technical teams in:

• Application support activities

• Basic database support and troubleshooting

• Infrastructure-level operational support

• Ensure SLA adherence and timely response/resolution of incidents.

• Conduct shift handovers and maintain accurate operational documentation.

• Coordinate with cross-functional teams for issue resolution and service continuity.

• Provide regular status updates and incident communications to stakeholders and management.

• Identify process improvement opportunities and support operational excellence initiatives.

• Mentor junior team members and ensure adherence to support processes and standards.

Preferred candidate profile

Required Skills & Experience

• 5+ years of experience in IT Support / Production Support / Infrastructure Support environments.

• Strong experience in:

• Roster and workforce management

• ServiceNow queue and incident management

• Shift operations and team coordination

• Incident handling and escalation management

• Good understanding of:

• Application support processes

• Basic database concepts and troubleshooting

• Infrastructure support operations

• Experience with:

• Active Directory user and access management

• Windows/Linux environment basics

• Monitoring and ticketing tools

• Basic knowledge of cloud platforms:

• Microsoft Azure

• Amazon Web Services (AWS)

• Excellent verbal and written communication skills.

• Strong leadership, coordination, and stakeholder management abilities.

• Ability to work in rotational shifts and manage high-pressure operational environments.

Preferred Qualifications

• Exposure to ITIL processes and service management best practices.
• Experience working in 24x7 support environments.
• Certifications in Azure, AWS, ITIL, or ServiceNow are an added advantage.

Soft Skills

• Strong problem-solving and analytical mindset
• Team management and collaboration skills
• Decision-making and ownership attitude
• Ability to multitask and prioritize effectively
• Customer-focused approach with strong interpersonal skills