Description

Lead application support operations and manage team performance to meet service level agreements.

Responsibilities

• Manage incident escalations, Root Cause Analysis (RCA), audit requests, and urgent stakeholder inquiries.
• Monitor ticket queues to identify high-severity or long-pending issues and delegate tasks for timely resolution.
• Prepare weekly, monthly, and quarterly reports including SLA metrics, KPI tracking, and business review presentations.
• Mentor and train staff on SOPs to maintain support quality and coordinate project transition documentation.
• Manage team rosters and hiring involvement with senior management.

Required Skills

• 5+ years of experience in application support or incident management.
• Hands-on experience managing P1, P2, and P3 incidents within a ticketing system.
• Strong understanding of ITIL methodology and performance metrics.
• In-depth knowledge of SLA management.
• Proficiency in MS Excel for reporting and data analysis.
• Working knowledge of SAP, Informatica, SQL, Java, and .NET.
• Ability to conduct shift handovers and document meeting minutes (MoM).
• Bachelor's degree.

Key Skills

Education

Bachelor's degree