Application Support Lead

Connect Your Ambitions To a Company That Cares

Application Support Lead coordinates the support teams, monitors performance through key metrics, and contributes to continuous improvement and strategic alignment of activities. This role involves close collaboration with cross-functional teams and end-users to resolve issues, implement enhancements, and support deployment. You would be working in a matrix organization that fosters empowerment, ownership and collaboration with global communities. Living the culture of servant leadership, two roles at your service: A. Referent - To look after your performance, development, career aspirations and overall well-being at the company B. Community Leader - To manage functional and technical aspect of your work

Role And Responsibilities

Application Lifecycle Management

• Manage Service contract with external vendor e.g. capgemini
• Team management of the AS Technicians / Specialist
• Management of the priorities in the ticket’s backlog
  

Inter-team coordination and resource management:

• Mobilize and coordinate, when necessary, Raynet teams to ensure effective support for applications.
• Mentor and supervise a team of IT Application Support Technicians / Specialists.
• Foster a spirit of collaboration and teamwork within support.
  

Performance monitoring and continuous improvement:

• Develop and maintain performance indicators (KPIs) and metrics to evaluate the effectiveness of application support.
• Implement corrective or improvement actions based on the observed results.
  

Reporting and communication with management:

• Prepare regular reports for management, including support activities, performance and areas for improvement.
  

Leadership and Strategic Vision:

• Contribute to the alignment of support activities with the overall objectives of the organization.
• Be a source of proposals to develop application support practices and tools.
  

Education And Experience

Educational Qualification:

• Bachelor’s/Master's degree in Engineering or Technology
  

Specialization:

• ITSM processes using ITIL frameworks
  

Professional Certifications:

• ITIL
  

Experience

• minimum 8 years of experience in managing application support, incident management, or IT operations
• Experience working in global teams or supporting multi-site operations
  

Skills

• Incident & Problem Management
• Vendor contract management
• Legacy-to-modern migration strategy
• Ownership & Accountability
• Leadership
• Problem-Solving
• ITIL Framework
• Cloud platforms