Application Support Lead

7 days ago

gurgaon, India UnitedLex Full time
About Us :
UnitedLex is a data and professional services company delivering outcomes that create value and competitive advantage for legal and the business. Our business is anchored by a passion for innovation brought to life by a global community of diverse individuals determined to deliver on the promise of data mastery, legal acumen, and human ingenuity.
OVERALL PURPOSE OF JOB:
The Applications Support Lead is responsible for planning, implementation and management of enterprise applications as well as assuring the application availability, reliability and performance according to business and client needs as well as the day-to-day technical management. As Lead you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively. The Applications Support Lead will be an escalation point for the Applications Support Team. The Applications Support Lead will work on projects assigned by the Applications Support Manager and will report directly to the Applications Support Manager.
REQUIREMENTS & COMPETENCIES:
• Experience - 5+ years of Applications Support including Microsoft SQL Server RDBMS platform
• Litigation Support experience, especially in working with document review, processing, hosting and production applications like Relativity , Reveal/Brainspace and other eDiscovery platforms
• Detailed technical knowledge and solid hands-on experience with performance tuning and troubleshooting of litigation applications
• Education – B-TECH(CS), BCA, MCA, BSci. IT, & MSci. IT
• Coordinate work with multi-geographical and multiple time zone teams
• Disseminate knowledge across teams and ensure knowledge management is improved and managed to promote the highest level of service possible
• Ability to work independently or under only general direction
• Multi-task with superior decision-making, analytical and problem-solving skills
• Excellent verbal and written communication skills
• Create and assist with team goals
• Ability to meet deadlines and maintain focus
• Demonstrate excellent customer service skills
• Good to have – Team Supervision Experience
• Perform in a highly functional, demanding, and ever-changing environment
• Successfully undertake the planning, shift scheduling, reporting and administrative responsibilities of this position
• Show flexibility in the role
• Develop effective working relationships with the client, Incident and Problem Management functions as well as any 3rd party personnel.
• Available for after-hours and weekend on-call work as necessary to support application.
• Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
• Excellent time management skills with the ability to manage conflicting priorities
RESPONSIBILITIES:
• Ensure that the team follows Standard Operational Procedures to maintain Enterprise Applications and ensure their correct functioning and performance to meet SLAs commitments
• Resolve Break-fix tickets
• Perform Maintenance activities
• Create reporting to support client, team, and business needs
• Scheduling of resources
• Escalation points for advanced application support and troubleshooting needs
• Liaison and escalation point with Information Technology and Database Administration teams to address Application’s availability and performance issues
• Facilitate calls and escalated issues with Consultants, Clients and Project Managers
• Stay up to date regarding applications’ market and offerings by competitors
• Assist with projects assigned by the Applications Support Manager
• Assist with interviewing and onboarding new team members
• Managing day to day support services ensuring that all customer issues are prioritized, triaged and resolved as effectively as possible
• Escalate and work directly with Applications Support Manager as required
• Assist RFP, billing, and any other special requirements
• Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognizing strengths and weaknesses, and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale
* Please refer to our Privacy Policy at UnitedLex for information, “

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