Lead Application Support CBSL Pune

Job Title: Team Leader – Application Support Desk
Department: IT Services / Application Support
Location: [Insert Location]
Reporting To: IT Service Manager / Head of IT Operations
Work Type: Full-time / Rotational Shifts (if applicable)
 
About Company:
ConneQT is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company's approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model aided with heavy digital interventions to meet a client's business objectives and cost reduction strategy.

The demand for BPM continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.

'Job Summary':

We are seeking a dynamic and experienced Team Leader for our Application Support Desk to oversee and coordinate day-to-day support activities, ensuring compliance with IT Service Management (ITSM) best practices. This role will be responsible for managing a team of support analysts, monitoring SLAs, and driving continual service improvement for end-user applications and business-critical systems.
Key Responsibilities:
 
Team & Operational Management:

• Lead, mentor, and manage a team of application support analysts to ensure timely and effective resolution of incidents, service requests, and problems.

• Allocate resources effectively to meet agreed service levels.

• Conduct regular performance reviews, identify skill gaps, and coordinate training and development.
 
ITSM Compliance & Process Adherence:

• Ensure adherence to ITIL/ITSM processes including Incident, Problem, Change, and Service Request Management.

• Monitor and manage ticket queues via the ITSM tool, ensuring accurate classification, prioritization, and resolution.

• Collaborate with the Change Management team to ensure that changes are implemented with minimal risk and impact.
 
Incident & Problem Management:

• Act as the escalation point for high-priority or complex incidents.

• Oversee root cause analysis for recurring issues and ensure appropriate problem records are created.

• Ensure proper documentation and knowledge base updates for known issues and solutions.
 
Service Level & Performance Monitoring:

• Track KPIs and SLAs including response time, resolution time, first-call resolution, etc.

• Generate regular reports and dashboards to communicate performance to stakeholders.

• Proactively identify trends and recommend improvements to enhance service delivery.
 
Stakeholder Communication:

• Maintain effective communication with internal teams, business users, and third-party vendors.

• Provide timely updates to users and stakeholders regarding incidents, planned outages, and service changes.
 
Continuous Improvement:

• Drive a culture of Continuous Service Improvement (CSI) within the support team.

• Propose enhancements to support tools, monitoring systems, and service workflows.
Required Qualifications & Skills:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• Minimum 5+ years of experience in application support, with at least 2 years in a leadership or supervisory role.

• Strong understanding of ITIL v3/v4 framework (ITIL certification preferred).

• Experience with ITSM tools such as ServiceNow, BMC Remedy, Freshservice, or equivalent.

• Excellent troubleshooting, communication, and interpersonal skills.

• Ability to manage high-pressure situations and prioritize multiple tasks.

• Experience in supporting enterprise applications (e.g., ERP, CRM, custom in-house applications).
Preferred Skills:

• Knowledge of monitoring tools (e.g., Nagios, Dynatrace, AppDynamics).

• Exposure to DevOps or Agile environments is a plus.

• Familiarity with basic database queries, logs analysis, and application architecture.

---