Application Support Lead

Job Title: Application Support Lead

Department: Client Business Support / IT Operations

Location: [Trivandrum]

Reports To: Project Manager / Delivery Manager

Job Summary

Application Support Lead

24x7 rotational support environment

Key Responsibilities

1. Team Leadership & Operations

• Lead and manage the

  L1 & L2 Application Support Team

  , ensuring effective coverage across

  rotational shifts

  . 
• Allocate resources, define shift rosters, and manage performance within the team. 
• Provide

  technical and functional guidance

  to team members for complex issues. 
• Conduct daily stand-ups, issue review meetings, and post-incident analysis sessions. 
• Foster a culture of ownership, accountability, and continuous learning within the team. 

2. Incident & Problem Management

• Oversee incident management from logging to resolution, ensuring

  SLA adherence

  . 
• Act as the

  primary escalation point

  for high-severity or critical incidents. 
• Perform detailed

  Root Cause Analysis (RCA)

  and drive corrective and preventive actions. 
• Coordinate with development, QA, DevOps, and infrastructure teams for permanent fixes. 
• Maintain clear communication with clients during major incidents and downtime. 

3. Client Communication & Stakeholder Management

• Serve as the

  key contact for client communication

  regarding application support matters. 
• Ensure timely updates, reports, and RCA documentation are shared with clients. 
• Participate in

  client review meetings

  and provide performance summaries. 
• Collaborate with account management and delivery teams to identify client improvement opportunities. 

4. Process Management & Continuous Improvement

• Define and enforce

  SOPs, escalation matrices, and knowledge base updates

  . 
• Monitor system alerts, ticket queues, and incident trends to identify recurring issues. 
• Suggest and implement

  process automation, monitoring improvements

  , and preventive measures. 
• Ensure team compliance with

  ITIL best practices

  (Incident, Problem, and Change Management). 
• Conduct

  periodic audits

  of ticket handling and communication quality. 

5. Reporting & Documentation

• Prepare and publish regular

  support performance reports

  , including SLA metrics and incident summaries. 
• Maintain documentation for

  runbooks, RCAs, shift handovers

  , and process updates. 
• Track key metrics such as first response time, resolution rate, and CSAT scores. 

Shift Management

• The support team operates on a

  rotational 24x7 shift model

  covering global client time zones. 
• The Lead will be responsible for: 

• Planning and approving shift schedules

  (L1/L2). 

• Monitoring shift handovers

  and continuity. 

• Ensuring on-call support

  is available for critical incidents after hours. 
• Working in

  day shifts primarily

  , with flexibility for

  off-hour escalations

  or

  client bridge calls

  . 

Required Skills & Competencies

Technical Skills

• Strong understanding of

  web applications, APIs, and databases (SQL, MySQL, PostgreSQL)

  . 
• Experience with

  log analysis

  ,

  monitoring tools

  (Grafana, Kibana, Datadog), and

  alert management systems

  . 
• Familiarity with

  cloud environments (AWS, Azure)

  and

  CI/CD pipelines

  . 
• Exposure to

  incident automation

  ,

  application performance monitoring

  , and

  integration troubleshooting

  . 
• Knowledge of

  scripting (PowerShell, Bash, or Python)

  is a plus. 

Leadership & Process Skills

• Proven experience in

  leading L1/L2 support teams

  in a managed service or client-facing setup. 
• Strong understanding of

  ITIL practices

  , especially Incident, Problem, and Change Management. 
• Experience in

  SLA management

  ,

  ticket triage

  , and

  client escalation handling

  . 
• Ability to analyze support metrics and implement continuous improvement strategies. 
• Excellent

  communication, presentation, and stakeholder management

  skills. 

Soft Skills

• Strong leadership, mentoring, and team development capabilities. 
• Analytical and process-oriented mindset. 
• Calm and composed approach under high-pressure scenarios. 
• Customer-first attitude and ability to handle client escalations tactfully. 
• Excellent documentation and reporting skills. 

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline. 
• 5–8 years of experience in

  Application Support

  , with at least

  2 years in a lead or supervisory role

  . 
• Experience supporting

  client-facing business applications

  is mandatory. 
• ITIL Foundation certification preferred. 
• Experience in

  SaaS, healthcare, financial, or enterprise systems

  will be an added advantage. 

Employment Terms

• Employment Type:

  Full-time 

• Probation Period:

  3 months (confirmation based on performance) 

• Shift:

  Primarily Day Shift with

  rotational/on-call escalation

  support 

• Work Model:

  [On-site / Hybrid / Remote – specify as applicable]