Application Support Team Leader -Mumbai (Powai)

Job Description

Position : Application Support TeamLeaderLocaton :Mumbai (Powai)We are looking for candidates who can join immediately.Salary budget will be upto 10 lacs.Job PurposeWhat is done, for what piece of the business, why The Application Support Team is a key component of the wider IT function and is responsible for ensuring the smooth operation and management of in scope applications. the operation of the Application Support Team including the management of direct reports.The Application Support Team Leader is responsible for ensuring the team delivers a quality level of service to supported applications and end users, with emphasis on troubleshooting issues raised by our client base either through the Customer portal or via escalations from the Service Delivery Team.The application support team provides an escalation route for the Service Delivery Analysts and collaboration with the Service Delivery Manager is pivotal to ensure seamless incident resolution for our customers incidents and service requests. The Team Leader would also have overarching responsibility for any projects where the application support team is required and would provide commentary around resource availability and scheduling.Key Responsibilities (10 bullet points recommended)Describe the key deliverables to be achieved by the post holder and the ongoing responsibilities of the roleEnsure the right calibre of staff are recruited, and in accordance with company policy and procedures.Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the companys needs.Training. Ensure continual upskilling in Customer Support through evaluation, development and training plans for staffDay to day management, ensuring that staffing and skill levels are maintained throughout operational hours.Managing your team to deliver customers needs and to continually improve your teams efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagementProblem management and Root Cause Analysis (RCA) with the aim of implementing recommendations.Manage the teams incidents via FreshServiceProvide an escalation point to the wider IT TeamEnsure that customers are receiving timely updates to their ticketsManage their own case queue in line with Service Desk proceduresEscalate high priority issues and Major Incident Management procedures are adhered toKnowledge/ Education / Previous Experience RequiredA. Educational Background List any academic or practical education that must be obtained to be qualified to perform this role.Required Level of EducationDegree in IT related subjectArea of SpecialisationIT Application SupportB. Job-Related Experience Describe what experience this position will require the job holder to have obtained in past roles within or outside of the organisation that would demonstrate a level of proficiency in the stated role.Minimum Level of Job-Related Experience required3 to 5 years in a commercial, high volume ticket environment preferably with supervisory experience, but not essential.Why is this Level of Experience Required It is important that the candidate has been exposed to working in a busy application support environment with high ticket volume and Project involvement. Ability to work under pressure is key as availability of core applications is paramountC. Other Job-Related Skills/BackgroundList any licenses, certificates, registrations, or any relevant job skill or abilities not covered in Educational Background or Job-Related Experience sections above that are required for the job.SQLFamiliarisation with using ITSM tools (Fresh Service)Application of KnowledgeBriefly describe HOW the level of knowledge required for this role is applied / used within the role. (For example, is the role required to follow rules and deliver tasks, or to adapt guidelines and processes, or to set new policies or new business direction )The Application Support Team Leader will act as an escalation point for the team on a large range of bespoke and out of the box applications. The knowledge and experience gained from supporting core Northern Marine applications will also be documented to upskill colleagues newer to the business. In order to delegate successfully,Problem Solving & InnovationBriefly describe the level of problem solving that the role requires and provide examples of why. Consider the difficulty of the problems to be solved and the extent to which judgement and analysis must be exercised.Please do mention the below detailsTotal Experience :Current Company :Current Designation :Current CTC :Expected CTC :Notice Period :(Notice period is negotiable or Not - YES/NO):Current Location :

Keyskills :
application supportssrs