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Team Lead

4 weeks ago

Pune, Maharashtra, India ProPMO Services Private Limited Full time

Job Title : Team Lead - Application Support

Location : Pune, Kalyani Nagar

Experience : 4-6 years in application support or related fields

Education : B.Tech/B.E. (Comp/IT), BCA, B.Sc. (IT)

Job Summary :

We are looking for an experienced Team Lead to manage the Application Support team, with a focus on front-end customer interaction and technical issue resolution. The ideal candidate should possess excellent communication, leadership, and technical skills. They will be responsible for ensuring timely resolutions of customer queries, guiding the support team, and maintaining smooth application operations.

Key Responsibilities :

- Team Leadership : Manage and mentor a team of Application Support Engineers. Provide guidance, feedback, and help in solving complex issues.

- Customer Interaction : Lead front-end customer interaction for escalated issues, ensuring high customer satisfaction. Act as the point of contact for major incidents.

- Issue Resolution : Oversee and manage the entire support lifecycle, from ticket handling to resolution, ensuring minimal downtime. Prioritize and categorize tickets for the team.

- Monitoring & Reporting : Supervise application and network monitoring systems to detect issues early. Provide comprehensive daily/weekly/monthly reports on team performance, issue trends, and unresolved tickets to higher management.

- Collaboration : Work closely with cross-functional teams (development, network, and infrastructure) to address escalated issues, ensuring prompt resolutions.

- Communication : Maintain excellent verbal and written communication with both the team and customers. Conduct regular team meetings and ensure all internal stakeholders are updated on critical issues.

- Process Improvement : Propose and implement improvements to the support processes, including better documentation, automated solutions, and escalation procedures.

Required Skills :

Technical Expertise :

- Strong understanding of SQL queries and database handling (MySQL, SQL).

- Ability to categorize and escalate tickets effectively.

- Familiarity with cloud platforms and basic programming knowledge (e.g., .Net, Java) is a plus.

- Proficient in application monitoring tools and techniques.

Leadership & Communication :

- Excellent written and verbal communication in English and Hindi.

- Ability to articulate and document technical issues effectively.

- Strong interpersonal skills with the ability to manage and motivate a team.

Operational Skills :

- Expertise in handling customer issues through various channels (phone, mail, chat, etc.).

- Experience in providing quick, accurate resolutions to customer issues.

- Capability to work in a multi-team environment, collaborating effectively with other departments.

Desirable Skills :

- Knowledge of cloud platforms like AWS or Azure.

- Hands-on experience in basic coding or scripting in any programming language.

- Experience in reporting tools and generating insightful analytics reports.

Qualifications :

- Education : Graduate in B.Tech/B.E. (Comp/IT), BCA, B.Sc. (IT) or related field.

- Experience : 4-6 years of experience in application support or similar roles, with at least 1-2 years of team management experience.

(ref:hirist.tech)