Software Distribution and Patch Mgmt

Exp:- 8+ years

Job Description: Business Application Support Team Lead Role Overview: We are seeking an experienced and dynamic Business Application Support Team Lead to manage a team of 1012 members and provide technical leadership in supporting critical business applications. The ideal candidate will have a strong background in application support, vendor management, troubleshooting, and IT service management, with excellent communication skills to interact directly with clients and stakeholders. Key Responsibilities:

Team Leadership:

• Lead, mentor, and manage a team of 10–12 application support professionals.
• Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues.
• Provide technical guidance to the team, assisting in resolving complex, high-priority business application issues.
• Maintain detailed reporting and metrics to ensure SLA’s are met and to identify resource issues and process gaps.

Application Support & Troubleshooting:

• Manage end-to-end business application support processes, including incident, problem, and change management.
• Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software.
• Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues.

Ticket Management:

• Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met.
• Effectively drive change management ensuring processes are followed.
• Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports.
• Maintain robust metrics to ensure KPI/SLA’s are met.

Process & Change Management:

• Implement and oversee change management processes, ensuring compliance with organizational policies.
• Maintain detailed process documentation covering all team procedures
• Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions.

OS & Environment Support:

• Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across, all endpoints; physical, virtual, non-persistent and Citrix.
• Ensure compatibility and stability of applications across different operating systems and environments.

Required Skills & Qualifications:

• Strong knowledge and hands-on experience in application support and troubleshooting.
• Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites.
• Experience with vendor/license management, including license harvesting and compliance.
• In-depth understanding of Office patch management managed via Intune/SCCM and related processes.
• Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively.
• Proven ability to manage incidents and service requests through tools like ServiceNow.
• Strong technical knowledge of OS environments
• Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette.
• Strong problem-solving skills with the ability to think critically and adapt to different scenarios.
• M365 integrated app deployments in enterprise environments.
• Extensive hands-on experience in the SCCM and Intune Management consoles.
• Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools.
• Proficiency in packaging and deploying applications across Windows 11 workstations, macOS devices, Windows Server, and Unix environments.
• Expertise in merging and analyzing reports from AD, AAD, ServiceNow, CMDB, Flexera, Azure and similar systems to drive actionable insights.
• Familiarity with ITSM frameworks (ITIL preferred) and supporting technologies (e.g., Active Directory, GPOs).
• Proven leadership ability to manage multiple projects, set goals, train teams, and enforce operational rigor while ensuring security and consistency in application packaging standards.
• Exceptional communication and stakeholder management, with the ability to engage technical and non-technical audiences globally.
• Analytical mindset with a knack for problem-solving, troubleshooting, and driving process maturity through detailed documentation and QA enforcement.
• Adaptable, self-motivated, and passionate about technology, teamwork, and delivering top-tier customer service.
• Experience with BI reporting tools, including SQL querying, database management, and advanced Excel functions.