Team Lead

3 months ago

Kochi, India Careergreen Solutions Full time

Responsibility Overview :

The Application Support Team Leader will help manage a team across our weekend shift, ensuring that operations and project deliverables are met. They will also be responsible for managing internal and client escalations, as well as managing Severity events, including communications to strategic partners and clients. People management is essential in driving a collaborative environment and investing in their directs growth within the organization.

The role demands a good level of technical skill in understanding applications, network, databases, servers, and storage troubleshooting and analysis, ensuring any support activities and remain aligned with Organization's security and client compliance policies. The role will provide global support and interfaces as necessary to provide support with consistency across all regions and aligns with peers in other locations.

Key Responsibilities :

- Managing the team responsible for providing Support for Applications and Services, performing investigations, resolving customer issues and addressing customer queries in line with agreed Service Level Agreements.

- Ensure operational activities are conducted including regular monitoring of Applications, ensuring the stability of the service (Running processes, maintaining resources, viewing process and software robot logs etc.) and where required taking proactive actions to minimise impact to clients.

- Prioritize teams workload, including planning the testing of fixes.

- Ability to manage incidents and where required to own and escalate out of hours severity issues, in alignment with the Major Incident Management process.

- Ensure compliance with the Automation CoE policy, standards, and guidelines.

- Ensure adherence to ITIL policies and processes such as change management, incident management and problem management.

- Provide concise reporting to Head of Application support and the CoE team.

Essential Skills :

- Industry recognized qualifications in IT and have 3 - 5 years' experience in Team management.

- Have experience with RPA products and possess understanding of technical concepts in the following areas UI Path, .NET, C#, SQL, Software Design, and Data analytics.

- Knowledge of Incident Management, Change-Management Process, knowledge of ITIL standards.

- Excellent understanding and application of development standards, testing, change and release cycle.

- Strong attention to detail and analytical skills.

- Excellent communication skills.

- Proven ability to independently overcome obstacles and resolve complex problems.

Desired Skills :

- Relevant technology qualification highly desirable such as Program Management Professional, ITIL or Prince Practitioner or equivalent experience.

- Exposure to working in a virtual Global team.

- Excellent understanding of the process landscape and SDAs.

(ref:hirist.tech)

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