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