Application Support Team Lead

Role Overview:

The Application Support Team Lead is responsible for managing a team of support consultants (1st–3rd line) to ensure smooth operation of application support services. This role focuses on incident resolution, process improvement, and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Team Leadership: Lead, mentor, and coach support consultants
• Identify training needs and support career development
• Oversee application support for key trading platforms.

Incident & Issue Management:

• Oversee resolution of client-reported issues within SLAs
• Escalate critical issues and coordinate with development and QA teams
• Ensure root cause analysis and permanent solutions are implemented

Process Improvement:

• Continuously evaluate and enhance support processes
• Identify recurring issues and collaborate on preventive measures
• Promote best practices in documentation and knowledge sharing

Reporting & Metrics:

• Track team performance using KPIs and dashboards
• Provide regular status updates to management
• Ensure compliance with ITIL and other service standards

Required Skills & Qualifications:

• A strong understanding of algorithmic strategies / platform is essential,
• Knowledge of vendor algo trading platforms, and various API offerings is a plus.
• Essential 5+ years in customer service or application support
• Strong communication and leadership skills
• Proficiency in Microsoft Office tools
• Technical aptitude to translate issues into actionable insights
• Experience managing cross-functional or global teams
• Unix/Linux environments
• Monitoring and incident management platforms