Lead Application Support Manager

1 week ago


Pune, Maharashtra, India ProPMO Services Private Limited Full time

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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