Team Lead - Applications Support (2-4 yrs)

Company Description.

Eleserv Softech Pvt Ltd in Bengaluru offers independent software development and SQA services specializing in software implementation and QA across various platforms and domains.

We focus on understanding applications and their target audience to create effective testing strategies that deliver cost-effective, high-quality results in a timely manner.

Role Description :

- This is a full-time on-site role for an Application Support Team Lead at Eleserv Softech Pvt Ltd in Bengaluru.

- The Team Lead will be responsible for providing technical support, troubleshooting, problem management, and ensuring strong analytical skills are applied to support applications and systems effectively.

Job Description :

Roles & responsibilities for the Support Tech-Lead :

- Provide technical support for enterprise-level application systems.

- Respond to general questions and trouble tickets in a timely manner.

- Communicate proposed work plans to the senior management and application support team.

- Communicate the application support policies, procedures and SLA to the relevant parties.

- Knowledge on LOS & LMS application is benefit.

- Research, perform root cause analysis, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.

- Prioritize multiple, open issues.

- Generate the report based on the report specification document.

- Document issue triage as troubleshooting progresses.

- Follow best practices for change control of proposed solutions.

- Document actionable bugs for engineering resolution.

- Coordinate with the design and development teams to resolve complex application and system issues.

- Troubleshoot and rectify application issues.

- Provide progress updates to senior managers.

- Monitor all alerts related to applications and provide proactive services.

- Maintain positive working relationships with other team members.

- Coordinate with the quality assurance and development team to administer code migrations across various environments.

- Prepare and maintain documentation for all issues and the implemented solutions.

- The Applications Support Lead develops, implements and maintains policies and procedures on application support services.

- He/she manages the team to ensure that all support or service requests are dealt with according to the agreed procedures.

- He/she manages external providers with the technical support for the software application.

- He/she communicates and negotiates with stakeholders and external parties on application support related matters.

- He/she reviews periodic reports on the issues raised and resolved and identifies trends of issues raised.

Required Skills and Experience :

- 2-4 years Strong technical expertise in application support, including troubleshooting, debugging, and performance tuning.

- In-depth knowledge of ITIL frameworks and best practices.

- Proven experience in leading and managing technical teams.

- Excellent problem-solving and analytical skills.

- Strong communication and interpersonal skills.

- Ability to work under pressure and meet tight deadlines.

- Experience with LOS and LMS applications is a plus.