Description

Lead the application support function, managing teams and resolving complex technical issues to ensure service excellence.

This role is on-site.

Responsibilities

• Manage support teams, including mentoring, training, and developing staff.
• Diagnose and resolve complex technical issues through strong problem-solving and analysis.
• Handle escalations and maintain stakeholder relationships with excellent communication.
• Define, track, and report on support KPIs using incident, problem, and change management processes.
• Identify and implement process improvements to enhance service delivery.

Required Skills

• 6+ years of experience in technical support leadership and team management.
• Proficiency with ServiceNow, Jira Service Desk, or Zendesk.
• Experience with incident, problem, and change management processes.
• Ability to identify and implement process improvements.
• Strong problem-solving and analytical skills for diagnosing complex issues.
• Excellent communication and interpersonal abilities.
• Adaptability and stress management in high-pressure environments.

Preferred Skills

• Experience supporting cloud-based or SaaS applications.
• Exposure to automation and self-service support tools.
• Experience in a multi-vendor or global support environment.

Key Skills

Education

Any Gradute