Lead Application Support Engineer

Job Title: Principal Support Engineer I

Job Level: L4-6

Work Location: Coimbatore

Department: Dev Support

Experience: 8-12 years of experience

Role Overview

· Lead Application Support Engineer who will act as the bridge between customers, development teams, and stakeholders after project implementation.

· This role combines elements of project coordination, technical understanding, problem resolving, ensuring smooth operations, timely resolution of issues, and effective communication across all parties.

· Lead a team of 3-5 members

Key responsibilities and Accountabilities:

· Post-Implementation Coordination

o Serve as the primary point of contact for customers after project go-live.

o Understand project workflows, architecture, and functional requirements.

· Ticket Analysis & Resolution

o Review and analyse incoming tickets/issues.

o Investigate the background and root cause of reported problems.

o Communicate findings clearly to customers and internal teams.

· Team Coordination

o Assign tasks to developers and track progress.

o Ensure timely resolution of issues and adherence to SLAs.

· Stakeholder Communication

o Provide regular updates to stakeholders on ticket status and resolutions.

o Translate technical details into business-friendly language.

· Quality & Process Improvement

o Validate fixes and enhancements before deployment.

o Suggest improvements to processes and workflows based on recurring issues.

· Documentation

o Maintain clear documentation of issues, resolutions, and customer communications.

Team Collaboration:

· Work closely with developers, testers, and stakeholders to ensure seamless requirement gathering and implementation.

· Continuous Improvement

Feedback:

· Actively participate in retrospectives and ensure the action items are implemented and consistent.

Key Competencies

· Problem-solving and analytical thinking.

· Strong organizational and coordination skills.

· Customer-centric approach with ability to manage expectations.

· Ability to work under pressure and prioritize tasks effectively.

· End to End knowledge of Software Delivery Life Cycle.

Required skills, Experience and Qualification

· 8-12 years of solid experience

· Strong understanding of IT project lifecycle and post-implementation processes.

· Needs to have experience of handling team size of 4-5 in lining with ITSM process.

· Ability to analyse technical issues and interpret logs, workflows, and configurations.

· Excellent communication skills to interact with customers, developers, and business stakeholders.

· Familiarity with ticketing systems (e.g., Halo, Azure DevOps or any ITSM Tools,) and Agile methodologies.

· Basic knowledge of software development concepts (.NET, Angular, APIs) is a plus.

· Strong understanding of ITIL Concepts (4.0 and above)

Core Competencies and behavioral Expectations

1. Communication: Active listening and effective communication to convey ideas, requirements, and feedback clearly to stakeholders, team members, and clients verbally and non-verbally.

2. Analytical skills: That include creative and conceptual thinking, decision-making, design thinking, numeracy, problem-solving, research skills, resourcefulness and systems thinking.

3. Critical Thinking: Assess the situations, identify problems, and develop logical solutions to make an informed decision.

4. Problem-solving: To resolve complex issues that require innovative and practical solutions.

5. Attention to Detail: Ensure accuracy in requirements and documentation to avoid costly errors and misunderstandings.

6. Teamwork: Collaborate effectively with various teams and departments within/external to the organization for successful implementation of projects.

7. 24X7 Support Shift: Flexible to work on rotational shift including night shift to in-line with UK business hours.

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Benefits:

• Provident Fund
• Work from home

Work Location: Hybrid remote in Coimbatore, Tamil Nadu