Application Support Lead
Job Scope and Accountabilities:
- Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
- Act as escalation point for application support issues
- Lead, train, and mentor a team of application support analysts to ensure excellent customer service and technical support
- Provide technical expertise and guidance to the team, ensuring they have the knowledge and skills to resolve complex technical issues
- Handle escalated technical issues that cannot be resolved by the application support team, working closely with other technical teams as needed
- Oversee the management of application support tickets, ensuring timely and effective resolution of incidents, problems and requests
- Participate in post incident & post-implementation reviews, identifying lessons learned and areas for improvement
- Collaborate with cross-functional teams, including development, infrastructure, and quality assurance, to ensure seamless application support
- Collaborate with stakeholders to develop and improve technical documentation, including SOPs (Standard Operating Procedures), test plans, configuration and troubleshooting guides
- Ensure knowledge transition from development and project teams prior to product releases. Update existing documentation as needed
- Identify, prioritize, and lead application support initiatives, projects, and process improvements
- Analyze application performance metrics, identifying areas for optimization and improvement
- Continuously evaluate and improve processes, procedures, and documentation to enhance efficiency, productivity, and customer satisfaction
- Develop and implement training programs to enhance the technical skills and knowledge of the support team
- Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
- Work in a round-the-clock shift model providing 24/7 support. Participate in on-call rotations on holidays and weekends
- Support auditing requirements
- Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
- Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities
Essential Skills and Abilities:
- 5-7 years of experience in development or application support, with at least 2 years of leadership experience
- Excellent problem-solving, analytical, and troubleshooting skills
- Critical thinking and ability to reverse engineer when documentation and knowledge about the impacted component is unavailable or limited
- Strong prioritization skills based on business needs, processes and communication
- Strong scripting skills (e.g., PowerShell, Bash, Perl)
- Experience with cloud-based technologies (e.g., AWS, Azure, Google Cloud)
- Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle)
- Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders
- Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
- Strong technical skills in one or more programming languages (e.g., Java, .NET, Python)
- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
Good to Have:
- ITIL certification or knowledge of IT service management best practices
- Experience with agile development methodologies (e.g., Scrum, Kanban)
- Experience with DevOps tools and practices