Team Lead - Application Support (5-7 yrs)

Responsibilities :

- Team Leadership and Management : Lead, mentor, and manage a team of application support analysts, providing guidance, coaching, and performance feedback to ensure high-quality support services.

- Application Support and Troubleshooting : Oversee the day-to-day application support activities, including responding to user inquiries, diagnosing and resolving technical issues, and escalating complex problems to appropriate teams.

- Problem Management : Drive the problem management process, including root cause analysis, identification of recurring issues, and implementation of preventative measures to minimize future occurrences.

- Incident Management : Ensure timely and effective resolution of incidents, adhering to service level agreements (SLAs), and communicating updates to stakeholders.

- Analytical Insights and Reporting : Monitor application performance, analyze support trends, and generate reports to identify areas for improvement in support processes, application stability, and user experience.

- Process Improvement : Develop and implement best practices, standard operating procedures (SOPs), and knowledge base articles to enhance the efficiency and effectiveness of the application support team.

- Collaboration and Communication : Collaborate with cross-functional teams, including development, infrastructure, and business stakeholders, to ensure seamless application support and resolve issues effectively.

- Vendor Management : Manage relationships with external vendors related to supported applications, ensuring service delivery and issue resolution.

- Escalation Management : Serve as the primary point of escalation for critical application issues, coordinating efforts to resolve problems quickly and minimize business impact.

- Hybrid Work Management : Effectively manage a team in a hybrid work environment, ensuring clear communication, collaboration, and productivity.

Qualifications :

- Strong Skills in Application Support : Proven experience in providing application support for enterprise-level applications, with a strong understanding of support methodologies and best practices.

- Proficient in Troubleshooting and Problem Management : Demonstrated ability to troubleshoot complex technical issues, perform root cause analysis, and implement effective solutions.

- Excellent Analytical Skills : Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and provide insights to improve support processes.

- Prior Experience in Leading a Technical Support Team : Previous experience in a team lead or supervisory role, with a proven track record of managing and motivating a technical support team.

- Outstanding Communication and Leadership Skills : Excellent verbal and written communication skills, with the ability to communicate technical information to both technical and non-technical audiences. Strong leadership skills, including the ability to delegate tasks, provide guidance, and foster a collaborative team environment.

- Ability to Work Effectively in a Hybrid Work Environment : Experience in managing or working effectively in a hybrid work environment, with strong self-discipline, time management, and communication skills.

- Educational Background : Bachelor's degree in Computer Science, Information Technology, or a related field.

- Industry Experience : Experience in the technology or software development industry is a plus.

Skill Set :

- Incident Management : ITIL framework, incident logging, prioritization, and resolution.

- Problem Management : Root cause analysis, problem resolution, and preventive action planning.

- Change Management : Understanding of change management processes and procedures.

- Service Level Management : Defining, monitoring, and reporting on SLAs.

- Diagnostic skills : Ability to analyze logs, error messages, and system behavior to identify issues.

- Debugging skills : Experience using debugging tools and techniques.

- Root cause analysis : Proven ability to identify the underlying causes of problems.

- Proficiency in at least one operating system (Windows Server, Linux, Unix).

- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

- Basic understanding of database concepts and SQL (e.g., Oracle, SQL Server, MySQL, PostgreSQL).

- Familiarity with cloud platforms (AWS, Azure, GCP) and cloud-based applications.

- Experience with application monitoring tools (e.g., Splunk, Nagios, Prometheus, AppDynamics).

- Basic scripting skills (e.g., Shell scripting, Python, PowerShell).

- Excellent verbal and written communication skills.

- Strong interpersonal and relationship-building skills.

- Leadership skills : Ability to motivate, mentor, and manage a team.

- Stakeholder management : Ability to communicate effectively with technical and non-technical stakeholders.

- ITIL certification (preferred).

- Knowledge of software development lifecycle (SDLC).

- Ability to work under pressure and manage multiple priorities.

- Strong documentation skills.