Lead App Support

Job Summary

The App Support Lead is responsible for managing and overseeing the support and maintenance of business applications, ensuring their optimal performance and availability. This role involves coordinating with various teams and customers, managing communication with stakeholders, and implementing strategies to enable more automation. Leading a team of support executives includes providing guidance, coaching, and mentoring teams to ensure high-quality support services are delivered.

Key Responsibilities

• Team Management: Oversee support teams, ensuring adherence to performance standards and service level agreements
• Ticket Management: Prioritize and manage incident tickets, ensuring timely resolution and effective communication with customers
• Technical Expertise: Provide operational expertise with various modern application technologies for web applications, Containers, & Orchestration platforms, API Integrations, Microservices and Cloud native applications,
• Incident and Problem Management: Lead the implementation and adherence to incident, problem, and change management processes
• Collaboration: Work closely with development teams to ensure flawless releases and adherence to proper procedures
• Service Improvement: Continuously review and enhance application run books, technology recovery action plans, and overall service delivery
• Customer Communication: Ensure effective communication during customer notifications and service impacts
• Training and Mentorship: Mentor and develop the technical and personal skills of team members

Required Skills / Must-Have

Technical Skills: SQL, ITSM tools (ServiceNow, Remedy), application monitoring tools (DataDog), scripting (PowerShell, Python).

Knowledge of AI

Experience: 5–8 years in application support, with at least 2 years in a leadership role.

Process Knowledge: ITIL framework, incident/problem/change management.

Soft Skills: Strong communication, stakeholder management, team leadership.

Nice-to-Have / Preferred Skills

Cloud Platforms: Exposure to Azure, Kubernetes, Microservices.

DevOps Tools: Jenkins, Git, CI/CD pipelines.

Domain Knowledge: Experience in digital platforms, airline/aviation systems, or enterprise service desks.

Certifications: ITIL v4 Foundation, Azure Cloud.

Education & Qualifications

Primary / Preferred Education

Bachelor’s degree in Engineering, Information Technology, or Science(preferred).

Secondary / Acceptable Alternatives Education

Preferred: MBA in IT Management or Operations

Certifications / Licenses

Preferred: Microsoft Certified: Azure Fundamentals

Skills Grouping & Synonyms

Application Support: “L2/L3 support / production support / business-as-usual (BAU) operations”

Monitoring & Automation: “DataDog; scripting / automation / runbook”

Process & Governance: “ITIL / incident management / RCA / change control”

Leadership: “Team lead / support manager / shift lead / service delivery”