Application Tech Support Lead

Job Summary:

We are seeking an experienced and proactive Application Tech Support Lead to serve as a critical liaison between the project and the application support function. This role demands a deep understanding of application systems, strong leadership skills, and a relentless focus on quality and issue resolution.

Key Responsibilities:

· Serve as the ongoing interface between projects and internal application/system teams, ensuring high levels of customer satisfaction.

· Accurately define project issues and design effective solutions based on deep application and product knowledge.

· Act as a Subject Matter Expert (SME) and lead the application tech support team, taking accountability for team performance and decisions.

· Collaborate with internal engineering, QA, and operations teams to resolve application issues and improve service delivery.

· Contribute to and influence key cross-functional decisions impacting application support and system quality.

· Develop and implement robust issue management strategies and workflows to ensure timely and effective resolution.

· Lead regular quality assessments and implement improvements to enhance application reliability and efficiency.

· Provide coaching, training, and guidance to team members on issue resolution and troubleshooting best practices.

· Oversee and manage scheduled deployments to production, coordinating with relevant stakeholders for minimal disruption.

· Required Skills and Qualifications:

· Expert proficiency in Issue Management (including ticket triaging, RCA, and incident reporting).

· Advanced proficiency in Quality Management practices.

· Strong understanding of Application Quality Analysis principles and tools.

· Excellent verbal and written communication skills with the ability to convey complex issues clearly.

· Experience managing and mentoring teams in a high-pressure, customer-focused environment.

· Hands-on experience with tools like Jira, ServiceNow, or other issue tracking and ITSM platforms.

· Knowledge of CI/CD pipelines and production deployment cycles is a plus.

Preferred Qualifications:

· Bachelor’s degree in computer science, Information Technology, or related field.

· ITIL certification or experience with ITIL frameworks is a plus.

· Familiarity with Agile or DevOps environments.

Job Summary:

We are seeking an experienced and proactive Application Tech Support Lead to serve as a critical liaison between the project and the application support function. This role demands a deep understanding of application systems, strong leadership skills, and a relentless focus on quality and issue resolution.

Key Responsibilities:

· Serve as the ongoing interface between projects and internal application/system teams, ensuring high levels of customer satisfaction.

· Accurately define project issues and design effective solutions based on deep application and product knowledge.

· Act as a Subject Matter Expert (SME) and lead the application tech support team, taking accountability for team performance and decisions.

· Collaborate with internal engineering, QA, and operations teams to resolve application issues and improve service delivery.

· Contribute to and influence key cross-functional decisions impacting application support and system quality.

· Develop and implement robust issue management strategies and workflows to ensure timely and effective resolution.

· Lead regular quality assessments and implement improvements to enhance application reliability and efficiency.

· Provide coaching, training, and guidance to team members on issue resolution and troubleshooting best practices.

· Oversee and manage scheduled deployments to production, coordinating with relevant stakeholders for minimal disruption.

· Required Skills and Qualifications:

· Expert proficiency in Issue Management (including ticket triaging, RCA, and incident reporting).

· Advanced proficiency in Quality Management practices.

· Strong understanding of Application Quality Analysis principles and tools.

· Excellent verbal and written communication skills with the ability to convey complex issues clearly.

· Experience managing and mentoring teams in a high-pressure, customer-focused environment.

· Hands-on experience with tools like Jira, ServiceNow, or other issue tracking and ITSM platforms.

· Knowledge of CI/CD pipelines and production deployment cycles is a plus.

Preferred Qualifications:

· Bachelor’s degree in computer science, Information Technology, or related field.

· ITIL certification or experience with ITIL frameworks is a plus.

· Familiarity with Agile or DevOps environments.