Application Support Lead
3 days ago
Key Responsibilities:
Lead daily support operations (L1/L2/L3) with SLA-driven execution for MES systems.
Act as the escalation point for critical support issues; ensure swift resolution and communication.
Technical expertise in .NET with SQL technologies, with experience in in-house MES solution development and other application support for complex web-based applications in domains like insurance, finance, and enterprise solutions.
Ability to debug applications and guide the team in identifying and resolving issues quickly
Collaborate with technical, QA, and business teams for root cause identification and resolution.
Drive RCA processes and follow through on corrective and preventive actions.
Develop and maintain a knowledge base with a focus on automating solutions for recurrent tickets, aiming to reduce incident volumes and support effort.
Lead initiatives for ITSM maturity improvement through CSIP and best practices.
Plan and implement automation solutions that reduce manual intervention and improve MTTA/MTTR.
Monitor KPIs and provide data-driven insights to improve support outcomes.
Train and mentor support team members; ensure knowledge readiness for new rollouts.
Gain and apply end-to-end functional and technical understanding of IN4.0RM (MES).
For more details, please find the attached JD for your reference.
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