Team Lead/Analyst

4 weeks ago

ChennaiHyderabadMumbaiGurgaonGurugramBangalore, India ESOLUTIONSFIRST SERVICES PRIVATE LIMITED Full time

eSolutionsFirst is on the growth journey and currently hiring for the role : Applications Support Team Lead/Analyst

Location : Hyderabad / Chennai / Mumbai/ Bangalore/ Gurgaon

eSolutionsFirst is a premier technology and talent solutions partner providing best-in-class IT solutions and staffing services that empower our clients to be market leaders.

Our leading-edge capabilities in Cloud, Data, and Security have been fortifying businesses with accelerated digital transformation over years. Our proven methodologies and pragmatic approaches revolutionize IT environments across diverse industries. Through our advisory and end-to-end digital transformation solutions, we encourage companies to establish a Cloud-First Data-Driven culture.

What we achieved so far in our journey

- Over 1,000 man-years of services in IT services.

- Over 100+ software development and management engagements.

- Over 17+ years of advisory services and multiple commercial-grade software products developed.

Job Description :

- Application Support Team Lead is responsible for ensuring high quality operational and technical support for enterprise applications on our core technology platforms that include both custom-developed and standard solutions.

- He / She will be responsible for providing technical analysis, troubleshooting, and driving incident remediation.

- Application Support Lead/Analyst will be required to work closely with other stakeholders within Group IT and Business teams.

- In addition, the Application Support Lead is expected to provide input to continuous service improvement process with a focus on proactive analysis to drive down incident volume, reduce time to repair and improve service efficiency.

- On a continual basis it is important for the person to develop an increased knowledge of our enterprise applications and processes associated with them

Key Responsibilities :

- Lead Applications Support team members to ensure levels of service that meet or exceed service targets/aspirations.

- Develop manage and maintain effective working relationships with all service contacts across global organization.

- Provide well-structured and performance-oriented work environment.

- Effectively and proactively manage coach and motivate the team.

- Act as a promoter: develop career paths in collaboration with team members.

- Responsible for identification assessment and alignment of key competencies required to be successful on available career paths.

- Support team members in the process of identification of prospect roles and opportunities.

- Design appropriate metrics for reporting on key performance & quality indicators particularly in terms of trends analysis.

- Comply with internal operating procedures/processes and ensure that the team comply with these.

- Proactively managing team performance aiming to deliver SLA targets and/or service aspirations recommending and implementing action plans as appropriate to address any shortfalls.

- Providing the first point of escalation for the team in respect of service/delivery issues.

- Motivating team members to provide excellent service.

- Day to day staff management and shifts planning for continuity of Global Applications Support.

- Staff training and development.

- Early identification and escalation of service/delivery issues.

- Monitoring the quality of the service and influencing continuous improvement

Qualifications & Desired Skills :

- 6+ years of work experience in similar role

- Master's degree in computer science or IT or equivalent.

- Experience in a managerial position would be an asset.

- Ability to communicate across all levels within global organization.

- Ability to work with a minimum of supervision as well as perform under pressure and meet tight deadlines.


- Understanding the dynamics of the team and global organization.

- Ability to manage teams remotely.

- Enthusiastic hardworking confident with "can do" attitude.

- ITIL Certification would be an asset.

(ref:hirist.tech)

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