Business Application Support Team Lead

Job Title : Business Application Support Team Lead Location: Open for both Bangalore and Pune (Hybrid - 3days in a week at office, 2 days wfh- Relocation is considerable) Shift Timing: US Hours - 6:30 PM to 3:30 AM (might change as per daylight saving) Contract Duration: 23 Months with possibility of conversion Interview: 2 rounds (1st Round - India Panel in between 2PM to 10PM IST & 2nd Round US Panel) Position: 1 Considerable Notice Period: Immediate to 30 days Considerable GAP: Upto 6 months Job Description: Project Overview: This project has a broader responsibitliy for overseeing the end-to-end delivery of a portfolio of business applications, ensuring all testing and implementation activities are completed successfully and on schedule. The Application Delivery Lead will guide a team of engineers, provide technical and process-related leadership, and act as a central point of contact for stakeholders to ensure high-quality and timely project completion. Contractors Role: We are seeking an experienced and dynamic Business Application Support Team Lead to manage a team of 1012 members and provide technical leadership in supporting critical business applications. The ideal candidate will have a strong background in business application support(BAST), vendor management, troubleshooting, and IT service management, with excellent communication skills to interact directly with clients and stakeholders. Experience Level: Senior 7+ years. Qualifications: BE or any bachelors degree with relevant experience. Must have skills: Team Leadership: Lead, mentor, and manage a team of 1012 application support professionals. Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues. Provide technical guidance to the team, assisting in resolving complex, highpriority business application issues. Maintain detailed reporting and metrics to ensure SLAs are met and to identify resource issues and process gaps. Application Support & Troubleshooting: Manage end-to-end business application support processes, including incident, problem, and change management. Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software. Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues. Ticket Management: Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met. Effectively drive change management ensuring processes are followed. Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports. Maintain robust metrics to ensure KPI/SLAs are met. Process & Change Management: Implement and oversee change management processes, ensuring compliance with organizational policies. Maintain detailed process documentation covering all team procedures Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions. OS & Environment Support: Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across, all endpoints; physical, virtual, nonpersistent and Citrix. Ensure compatibility and stability of applications across different operating systems and environments. Required Skills & Qualifications: Strong knowledge and hands-on experience in application support and troubleshooting. Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively. Proven ability to manage incidents and service requests through tools like ServiceNow. Strong technical knowledge of OS environments Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette. Strong problem-solving skills with the ability to think critically and adapt to different scenarios. M365 integrated app deployments in enterprise environments. Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools. Proficiency in packaging and deploying applications across Windows 11 workstations, macOS devices, Windows Server, and Unix environments. Expertise in merging and analyzing reports from AD, AAD, ServiceNow, CMDB, Flexera, Azure and similar systems to drive actionable insights. Familiarity with ITSM frameworks (ITIL preferred) and supporting technologies (e.g., Active Directory, GPOs). Proven leadership ability to manage multiple projects, set goals, train teams, and enforce operational rigor while ensuring security and consistency in application packaging standards. Exceptional communication and stakeholder management, with the ability to engage technical and non-technical audiences globally. Analytical mindset with a knack for problem-solving, troubleshooting, and driving process maturity through detailed documentation and QA enforcement. Adaptable, self-motivated, and passionate about technology, teamwork, and delivering top-tier customer service. Experience with BI reporting tools, including SQL querying, database management, and advanced Excel functions. Nice to have skills: Extensive hands-on experience in the SCCM and Intune Management consoles. Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites. Experience with vendor/license management, including license harvesting and compliance. In-depth understanding of Office patch management managed via Intune/SCCM and related processes.