Senior Application Support Lead
6 days ago
- Lead and mentor a team of application support analysts to ensure high-quality support services.
- Provide Level 2/Level 3 support for enterprise applications, ensuring minimal downtime and swift issue resolution.
- Collaborate with development, infrastructure, and business teams to enhance application performance and reliability.
- Monitor application health, identify recurring issues, and drive root cause analysis to prevent future incidents.
- Manage incident, problem, and change management processes in alignment with ITIL best practices.
- Develop and maintain support documentation, standard operating procedures (SOPs), and knowledge base articles.
- Work closely with vendors and third-party service providers to ensure optimal application performance.
- Coordinate and oversee release management, application upgrades, and patches.
- Provide regular reports and insights on system performance and support activities to stakeholders.
- Ensure compliance with security and data protection policies.
- Experience: 8+ years in application support, with at least 2 years in a leadership role.
- Banking experience is desirable
- Strong expertise in supporting enterprise applications, including troubleshooting, root cause analysis, and performance monitoring.
- Hands-on experience with databases (SQL/Oracle), scripting, and basic coding (Python, Java, etc.) is preferred.
- Familiarity with ITIL framework and best practices in incident, problem, and change management.
- Experience working with monitoring tools, ticketing systems (ServiceNow, Jira, etc.), and automation for issue resolution.
- Strong leadership and mentoring abilities with experience managing teams.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, high-pressure environment and manage multiple priorities.
- Experience with cloud-based applications (AWS, Azure, or GCP) is a plus.
Mentoring
Management Skills
Azure
Change Management
Release Management
Root Cause Analysis
Scripting
Reliability
Ticketing Systems
JIRA
Application Support
ITIL
ServiceNow
Java
Stakeholder Management
Databases
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