Application Support Lead

Key Responsibilities

• Lead daily support operations (L1/L2/L3) with SLA-driven execution for MES systems.
• Act as the escalation point for critical support issues; ensure swift resolution and communication.
• Technical expertise in .NET with SQL technologies, with experience in in-house MES solution development and other application support for complex web-based applications in domains like insurance, finance, and enterprise solutions.
• Ability to debug applications and guide the team in identifying and resolving issues quickly
• Collaborate with technical, QA, and business teams for root cause identification and resolution.
• Drive RCA processes and follow through on corrective and preventive actions.
• Develop and maintain a knowledge base with a focus on automating solutions for recurrent tickets, aiming to reduce incident volumes and support effort.
• Lead initiatives for ITSM maturity improvement through CSIP and best practices.
• Plan and implement automation solutions that reduce manual intervention and improve MTTA/MTTR.
• Monitor KPIs and provide data-driven insights to improve support outcomes.
• Train and mentor support team members; ensure knowledge readiness for new rollouts.
• Gain and apply end-to-end functional and technical understanding of IN4.0RM (MES).