Application Support Lead

2 days ago

Chennai, Tamil Nadu, India Datazoic Machines Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Title: Application Support Lead

High Level Description:

The Service Desk Lead takes ownership of operational support oversight, is hands-on with client support, and provides team mentorship.

What youll be doing

Operational Oversight

o Monitor tickets, support emails, and SLAs, escalating issues when needed

o Ensure that the assigned tickets are handled effectively within the timelines

o Ensure that all support tickets are managed ensuring SLA Compliance

o Ensure timely client communication of incoming tickets

o Ensure all planned activities are completed on time

o Coordinate coverage across shifts to maintain seamless 24*7 support

o Identify opportunities for process improvements, automation, and efficiency gains.

o Track, analyze, and report on service desk metrics such as time spent per project; most tickets closed/time spent by each member, etc.

Client Support & Communication

o Act as an escalation point for sensitive client issues

o Oversee and review outgoing client communications for accuracy and tone.

o Engage directly with clients when necessary to provide support.

Hands-On Leadership

o Supervise and assist the Service Desk Team with task as necessary. Work alongside the team to resolve issues to set examples of best practices.

o Provide guidance and real-time support the team handling challenging tickets.

Team Development & Training

o Provide ongoing mentorship and training to the service desk team to improve technical knowledge and customer service skills.

o As part of training, reiterate to ensure data is handled, transferred and processed according to legal and organization guidelines.

o Provide constructive feedback to support professional growth.

o Conduct performance reviews and foster a culture of accountability and continuous improvement.

o Foster and maintain a positive work environment.

What we need from you

Overall, 8-10 years of IT experience with minimum 3 years as a Shift Lead

Experience working with incident, request, change and problem management.

Experience working in Product Company preferred.

Strong Experience in managing at least members of support team.

Experience in managing the daily operations of the service desk.

Experience in preparing roasters and ensuring the availability of resources to cover support needs including leaves and holidays.

Ensure that the assigned tickets are handled effectively as per the SLA.

Experience in coordinating and managing all relevant stakeholders.

Good Communication skills

Based out of Chennai and willing to work in shifts.

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