TL - App Solution

2 days ago

Mumbai, Maharashtra, India State Bank Operations Support Services Full time US$ 80,000 - US$ 1,20,000 per year

Job Description Team Lead (App Solution)

Role Overview

We are seeking a dynamic and skilled Team Lead App Solution to manage and support enterprise applications, integrations, and user support across CRM, ERP, web portals, and mobile apps. The role involves troubleshooting, stakeholder coordination, system design, and ensuring smooth operations of business applications.

Key Responsibilities

  • Application Support & Maintenance

  • Provide L1/L2 support for CRM/ERP applications (preferably Salesforce), web portals, and mobile apps.

  • Troubleshoot and resolve user issues via email, telephone, or ticketing tools.
  • Act as the Single Point of Contact (SPOC) with IT AOs for bug fixes, maintenance of integration endpoints, and escalation of critical issues.

  • Ensure business continuity by timely resolution of application issues and proactive monitoring.

  • Integration & System Management

  • Manage API integrations, system design, and application workflows.

  • Handle integration protocols, encryption methodologies, and application security compliance.

  • Coordinate with vendors and internal teams for system enhancements and fixes.

  • Stakeholder & User Engagement

  • Collaborate with business teams, IT AO's, and external partners to ensure smooth delivery of solutions.

  • Conduct Knowledge Transfer (KT) and user training sessions on applications.

  • Document technical solutions, SOPs, and user guides.

  • Project & Process Management

  • Lead small to mid-scale projects related to application enhancements or new implementations.

  • Track and monitor application performance, escalation metrics, and resolution SLAs.
  • Recommend improvements to optimize system performance and user experience.

Required Skills & Competencies

  • Minimum 1+ year experience in CRM application/ERP support (preferably Salesforce).
  • Experience in ticketing tools for issue tracking and resolution.
  • Knowledge of MSSQL Server database (preferred).

  • Strong expertise in:

  • API Management

  • System & App Design
  • Integration Protocols

  • Encryption methodologies

  • Excellent troubleshooting, problem-solving, and communication skills.

  • Ability to train users and coordinate with multiple stakeholders.

Education & Experience

  • Bachelor's degree in Computer Science, IT, or related field.
  • Relevant certifications (Salesforce, ERP, or API Management) will be an added advantage.

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