Application Support Engineer - Team Lead

Ratnaafin Capital

4 - 9 years

4 - 7 Lacs

ahmedabad

Posted:1 day ago| Platform:

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Skills Required

remote support ticketing ticketing tools ticket management sql testing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Lead and manage the Application Support team responsible for the Loan Origination System (LOS), Loan Management System (LMS), and other internal business applications.
Oversee and ensure timely resolution of support tickets, maintaining service-level agreements (SLAs) and smooth business operations.
Act as an escalation point for complex technical or functional issues related to LOS, LMS, and integrated systems.
Manage and review user administration processes, including access controls, role assignments, and compliance with security policies.
Plan, coordinate, and oversee user training programs to improve system adoption and effective usage across departments.
Monitor daily support activities, guide team members in troubleshooting, and ensure consistent service quality.
Mentor and coach team members, fostering technical skill development and encouraging self-learning on new platforms and tools.
Collaborate with product, IT, and business stakeholders to identify recurring issues and drive continuous process and system improvements.
Prepare and review support metrics, reports, and dashboards to track team performance and operational efficiency.
Ensure adherence to best practices, documentation standards, and change management processes.

Preferred candidate profile

Bachelors degree in IT, Computer Science, or related field.
4+ years of application support experience, including team handling.
Experience with LOS/LMS or financial applications.
Strong team leadership, ticket management, and escalation handling skills.
Knowledge of user access management and system administration.
Good troubleshooting, communication, and stakeholder coordination skills.
Quick learner with ability to adapt to new tools and platforms.

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