Application Support Lead

We are seeking a highly skilled and motivated Tech Lead Application Support Engineer to join our dynamic IT team. The successful candidate will be responsible for leading the application support team, ensuring the smooth operation and maintenance of our critical applications, and providing high-level technical support to resolve complex issues. The Tech Lead will also be involved in the strategic planning and continuous improvement of application support processes.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and develop a team of application support engineers. Allocate tasks and resources effectively to ensure timely resolution of support tickets. Conduct regular team meetings and performance reviews.

Technical Support:

Provide high-level support for complex technical issues, ensuring prompt resolution.

Troubleshoot and resolve application issues, working closely with development, infrastructure, and other IT teams. Implement and maintain monitoring tools to proactively identify and address potential issues.

Process Improvement:

Develop and enhance application support processes and documentation.

Identify and implement opportunities for process automation and efficiency improvements.

Ensure compliance with ITIL and other relevant frameworks and standards.

Stakeholder Management:

Collaborate with business users to understand their needs and provide effective solutions.

Communicate effectively with stakeholders at all levels, providing updates on issue status and resolution times. Manage vendor relationships and coordinate with third-party support teams as needed.

Project Involvement:

Participate in project planning and execution, providing input on application support requirements and potential impacts. Lead or support the rollout of new applications and updates, ensuring a smooth transition to the support phase. Contribute to the development of disaster recovery and business continuity plans for critical applications.

Requirements: