Technical Shift Lead, Application Support - Python+ SQL

Job Summary:

As a Technical Shift Lead in Application Support, you will be responsible for overseeing the technical operations of the application support team. Your role will involve leading a group of support engineers to ensure the resolution of internal alerts, client tickets, and application issues in a timely and efficient manner. You will be a proactive leader with technical expertise, a focus on process optimization, and a commitment to delivering top-tier support to both internal stakeholders and external clients. The ideal candidate will possess a deep understanding of application troubleshooting, along with experience in team leadership and performance management.

Key Responsibilities:

Team Leadership:

• Lead and mentor a team of application support engineers to achieve service level agreements (SLAs) and performance targets.
• Provide technical guidance and coaching, fostering skill development and continuous improvement.
• Promote a collaborative and positive team culture, encouraging knowledge-sharing and problem-solving.
• Manage shift schedules and ensure the team is adequately staffed to handle ticket volumes and operational requirements.

Ticket Resolution & Incident Management:

• Oversee the resolution of complex application issues, internal alerts, and client tickets within agreed timelines.
• Prioritize and delegate tickets based on severity and impact, ensuring critical incidents are escalated and addressed promptly.
• Ensure team members are effectively troubleshooting and diagnosing technical issues, utilizing logs, error reports, and relevant debugging tools.
• Collaborate with engineering and development teams to resolve application bugs and performance issues.

Quality Assurance & Process Optimization:

• Implement and maintain technical standards for ticket resolution, ensuring high-quality support and client satisfaction.
• Regularly audit ticket queues and resolutions to ensure adherence to SLAs and internal procedures.
• Provide ongoing feedback to the team, offering guidance and best practices to improve troubleshooting skills, application knowledge, and overall service quality.

Communication & Cross-Department Collaboration:

• Act as the main point of contact for internal teams and external clients, handling escalations and providing timely updates on incident resolutions.
• Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.
• Work closely with product development, QA, and infrastructure teams to report recurring issues, gather feedback, and suggest enhancements.

Reporting & Analysis:

• Generate detailed reports on team performance, incident resolution times, and customer feedback.
• Analyze incident trends, root causes, and recurring issues to identify opportunities for process improvements and automation.
• Provide data-driven recommendations for improving service delivery and application stability.

Training & Development:

• Design and deliver training programs for new hires, ensuring a smooth onboarding experience and up-to-date knowledge of supported applications.
• Continuously develop training materials and sessions for the team to stay current with product updates, new technologies, and best practices in application support.
• Facilitate ongoing technical training to enhance team members skill sets, including troubleshooting, SQL querying, and Python scripting.

Customer Satisfaction & Escalation Management:

• Monitor customer satisfaction metrics and work to resolve any escalated technical issues to maintain high levels of client satisfaction.
• Serve as a final point of escalation for unresolved technical problems, ensuring timely resolution or escalation to development teams when necessary.

Qualifications:

Essential Qualifications:

• Proven experience (8+ years) in a customer support or technical support role, with at least 3-5 years in a leadership or supervisory capacity.
• Extensive experience in application troubleshooting, ideally with experience in web-based, cloud, or enterprise software.
• Strong knowledge of ticketing systems (e.g., Jira Service Management) and incident management processes.
• Proficiency in SQL for querying and troubleshooting application data and logs.
• Familiarity with Python scripting for automating routine tasks and building troubleshooting tools.
• Solid understanding of ITIL or other service management frameworks.
• Excellent communication skills, capable of interacting with both technical teams and non-technical stakeholders.
• Strong problem-solving skills, with the ability to make decisions and guide the team in high-pressure situations.
• Flexible availability to work in shifts, including evenings, weekends, and on-call support as required.

Desirable Qualifications:

• Experience with cloud platforms (AWS, Azure) and related support tools.
• Familiarity with monitoring tools like Splunk, New Relic, or Datadog for real-time issue detection.
• Background in software development, with an understanding of how applications interact with databases and APIs.
• Experience with Agile/Scrum methodologies for coordinating cross-functional support efforts.

Education:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.