Application Support Team Lead

Job Overview:

We are seeking a highly skilled and motivated Team Lead Application Support Engineer to join our dynamic IT team. The successful candidate will be responsible for leading the application support team, ensuring the smooth operation and maintenance of our critical applications, and providing high-level technical support to resolve complex issues. The Tech Lead will also be involved in the strategic planning and continuous improvement of application support processes.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and develop a team of IT Service engineers. Allocate tasks and resources effectively to ensure timely resolution of support tickets. Conduct regular team meetings and performance reviews. Maintain Service level commitments with the customer and conduct periodic service performance reviews.

Process Improvement:

Develop and enhance support processes and documentation. Identify and implement opportunities for process automation and efficiency improvements. Ensure compliance with ITIL and other relevant frameworks and standards.

Management:

Collaborate with business users to understand their needs and provide effective solutions.

Requirements:

• 4-6 years of experience in application support or a related role
• Strong knowledge of IT Operations, ITIL frameworks.
• Proficiency in troubleshooting and resolving escalation
• Proficiency in handling complex issues where multiple resolver groups are involved. Ability to perform major incident management.
• Experience with IT service management tool.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Strong problem-solving skills and attention to detail.
• Certifications such as ITIL, PMP, or relevant technical certifications.
• Experience with cloud platforms and services (e.g., AWS, Azure).