Lead Application Support Manager
1 week ago
Job Title : Team Lead - Application Support
Location
Experience : 4-6 years in application support or related fields
Education : B.Tech/B.E. (Comp/IT), BCA, B.Sc. (IT)
Job Summary :
We are seeking a highly skilled Team Lead to oversee the Application Support team.
Key Responsibilities :
- Team Leadership : Manage a team of Application Support Engineers, providing guidance, feedback, and help in solving complex issues.
- Customer Interaction : Lead front-end customer interaction for escalated issues, ensuring high customer satisfaction. Act as the point of contact for major incidents.
- Issue Resolution : Oversee the entire support lifecycle, from ticket handling to resolution, ensuring minimal downtime. Prioritize and categorize tickets for the team.
- Monitoring & Reporting : Supervise application and network monitoring systems to detect issues early. Provide daily/weekly/monthly reports on team performance, issue trends, and unresolved tickets to management.
- Collaboration : Work closely with cross-functional teams to address escalated issues, ensuring prompt resolutions.
Required Skills :
Technical Expertise :
- Strong understanding of SQL queries and database handling (MySQL, SQL).
- Ability to categorize and escalate tickets effectively.
- Familiarity with cloud platforms and basic programming knowledge (e.g., .Net, Java) is a plus.
- Proficient in application monitoring tools and techniques.
Leadership & Communication :
- Excellent written and verbal communication in English and Hindi.
- Ability to articulate and document technical issues effectively.
- Strong interpersonal skills with the ability to manage and motivate a team.
Operational Skills :
- Expertise in handling customer issues through various channels (phone, mail, chat, etc.).
- Experience in providing quick, accurate resolutions to customer issues.
- Capability to work in a multi-team environment, collaborating effectively with other departments.
Qualifications :
- Education : Graduate in B.Tech/B.E. (Comp/IT), BCA, B.Sc. (IT) or related field.
- Experience : 4-6 years of experience in application support or similar roles, with at least 1-2 years of team management experience.
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