Application Support Lead

Job Description

Must Have Technical/Functional Skills

Application operations, incident/problem/service request management

Production monitoring, stabilization, runbooks, RCA and release support

SLA/KPI governance and managed-services delivery

Onsite coordination, customer communication and shift/on-call readiness

Roles & Responsibilities

Lead L1/L2/L3 support operations and production governance

Own major incidents, RCA, problem elimination and service restoration

Maintain runbooks, operational controls and release-readiness checks

Coordinate customer stakeholders and offshore support teams

In addition Support lead should be able to do the following

1. Able to work in shifts.

2. Play the role of onsite co-Ordinator for offshore

3. Able to conduct RCA and provide and Implement solutions as part of L2/L3 Support

Generic Managerial Skills, If any

Customer-facing communication and concise executive reporting Onsite-offshore coordination across distributed teams Structured ownership, prioritization, risk escalation and collaboration Ability to work independently while following enterprise governance and security standards