Application Support Lead

5 days ago

Thiruvananthapuram, India Whatjobs IN C2 Full time

Job Title: Application Support Lead Department: Client Business Support / IT Operations Location: (Trivandrum) Reports To: Project Manager / Delivery Manager Job Summary We are seeking an experienced Application Support Lead to manage and guide the L1 & L2 Application Support Team responsible for delivering high-quality, round-the-clock technical support for client business applications. The ideal candidate will have hands-on technical expertise, strong leadership skills, and experience managing a team in a 24x7 rotational support environment . The role involves ensuring service excellence, meeting SLA commitments, driving process improvements, and serving as a key escalation point for critical client incidents. Key Responsibilities 1. Team Leadership & Operations Lead and manage the L1 & L2 Application Support Team , ensuring effective coverage across rotational shifts . Allocate resources, define shift rosters, and manage performance within the team. Provide technical and functional guidance to team members for complex issues. Conduct daily stand-ups, issue review meetings, and post-incident analysis sessions. Foster a culture of ownership, accountability, and continuous learning within the team. 2. Incident & Problem Management Oversee incident management from logging to resolution, ensuring SLA adherence . Act as the primary escalation point for high-severity or critical incidents. Perform detailed Root Cause Analysis (RCA) and drive corrective and preventive actions. Coordinate with development, QA, DevOps, and infrastructure teams for permanent fixes. Maintain clear communication with clients during major incidents and downtime. 3. Client Communication & Stakeholder Management Serve as the key contact for client communication regarding application support matters. Ensure timely updates, reports, and RCA documentation are shared with clients. Participate in client review meetings and provide performance summaries. Collaborate with

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    3 days ago

    Thiruvananthapuram, India Whatjobs IN C2 Full time

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