Application Support Team Lead

3 days ago

New Delhi, India Emkay Global Financial Services Ltd Full time

Role Overview: The Application Support Team Lead is responsible for managing a team of support consultants (1st–3rd line) to ensure smooth operation of application support services. This role focuses on incident resolution, process improvement, and maintaining high levels of customer satisfaction.Key Responsibilities:Team Leadership: Lead, mentor, and coach support consultants Identify training needs and support career development Oversee application support for key trading platforms.Incident & Issue Management:Oversee resolution of client-reported issues within SLAs Escalate critical issues and coordinate with development and QA teams Ensure root cause analysis and permanent solutions are implementedProcess Improvement:Continuously evaluate and enhance support processes Identify recurring issues and collaborate on preventive measures Promote best practices in documentation and knowledge sharingReporting & Metrics:Track team performance using KPIs and dashboards Provide regular status updates to management Ensure compliance with ITIL and other service standardsRequired Skills & Qualifications:A strong understanding of algorithmic strategies / platform is essential, Knowledge of vendor algo trading platforms, and various API offerings is a plus. Essential 5+ years in customer service or application support Strong communication and leadership skills Proficiency in Microsoft Office tools Technical aptitude to translate issues into actionable insights Experience managing cross-functional or global teams Unix/Linux environments Monitoring and incident management platforms

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