Team Lead – Application Support

4 weeks ago

Solapur, Maharashtra, India QuadLabs Full time

Job Summary:-

We are seeking an experienced and proactive Team Lead – Application Support to manage and guide our application support team while also providing hands-on support to customers. This role involves resolving technical issues, maintaining high levels of customer satisfaction, and ensuring smooth operations of business-critical applications. The ideal candidate will have strong technical knowledge, leadership skills, and the ability to manage multiple client accounts in a fast-paced environment.

Key Responsibilities:-

  • Lead and oversee the Application Support team, ensuring timely and high-quality resolution of client issues.
  • Provide first-line and escalated support to customers 24x7, addressing queries and resolving product-related concerns.
  • Troubleshoot application software issues, perform root cause analysis, and follow through until closure to prevent recurrence.
  • Accurately log, track, and report issues in the incident management/reporting system.
  • Collaborate closely with internal teams (development, QA, product management) to resolve issues effectively.
  • Maintain comprehensive product and technical knowledge, keeping up to date through self-learning and training.
  • Ensure high levels of customer satisfaction by delivering prompt and professional service.
  • Understand ERP application architecture and structure to respond to ERP-related queries from clients.
  • Manage multiple client accounts and prioritize tasks effectively under pressure.
  • Work with SQL Server for database management, query execution, and troubleshooting.
  • Oversee and manage IIS administration, Windows Server environments, and related infrastructure.
  • Mentor team members, conduct regular reviews, and provide training to improve performance and knowledge.

Key Competencies:-

  • Strong leadership and team management skills.
  • Solid experience in Application Support and Technical Support.
  • Analytical and problem-solving skills with an eye for detail.
  • Ability to manage multiple client queries simultaneously while maintaining professionalism under pressure.
  • Excellent communication skills for both technical and non-technical audiences.
  • Strong customer service orientation with the ability to manage expectations.

Education and Experience:-

  • Bachelor's degree in Computer Science, IT, or related field (preferred).
  • 4+ years of relevant experience in Application Support, Technical Support, or related roles.
  • Hands-on experience with SQL Server (database management, query execution, administrative tasks).
  • Knowledge of IIS administration and Windows Server (2003 or higher).
  • Background in programming/development is a strong advantage.
  • Exposure to ERP applications and structures is preferred.

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