Application Support Team Lead

3 weeks ago

Mumbai, 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 implemented
Process Improvement:
Continuously evaluate and enhance support processes
Identify recurring issues and collaborate on preventive measures
Promote best practices in documentation and knowledge sharing
Reporting & Metrics:
Track team performance using KPIs and dashboards
Provide regular status updates to management
Ensure compliance with ITIL and other service standards
Required 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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