Lead Application Support Analyst

Job Description

Lead Application Support Analyst – ₹30,00,000 - ₹36,00,000 INR | Remote in India | Long-Term Role Are you a hands-on leader with a knack for troubleshooting and mentoring? We're seeking a Lead Application Support Analyst to take charge of our support operations, ensuring performance, uptime, and outstanding service across high-impact client-facing platforms. In this role, you’ll lead and grow a team of analysts, manage complex escalations, and collaborate closely with cross-functional teams to resolve technical issues and continuously optimize support processes. This is an exciting opportunity to combine leadership, technical depth, and customer focus in a fast-moving environment. What You’ll Do Lead and mentor a team of Application Support Analysts, promoting best practices and continuous development. Own the resolution of complex technical issues—acting as the final point of escalation. Monitor production systems and coordinate incident response to minimize downtime and impact. Manage ticket triage and ensure prompt responses across internal and external stakeholder needs. Partner with Engineering and QA to drive resolution of bugs, performance lags, and feature gaps. Document fixes, maintain post-mortem reports, and update knowledge bases/runbooks. Participate in an on-call rotation to support 24/7 system coverage. Propose and lead improvements in observability, tooling, and incident management workflows. What You Bring 5+ years of application support or technical operations experience, with at least 1–2 years in a lead capacity in the travel industry. Experience with Booking Management tools. Expertise in web-based platforms, backend systems, APIs, and troubleshooting methodologies. Strong command of SQL for data investigation and reporting. Experience with tools like AWS, Datadog/New Relic, Jira, and Zendesk. Excellent communication skills with an ability to bridge technical and business perspectives. Proven track record of managing incident response and building trust across teams. Bonus Points For Background in SaaS, e-commerce, or travel-tech environments. Familiarity with CI/CD pipelines and source control (e.g., Git). Experience scripting in Python, Bash, or similar. ITIL or similar service management certifications. Compensation & Details Salary: ₹30,00,000 - ₹36,00,000 INR annuallyLocation: Remote in IndiaLength of Assignment: IndefiniteSchedule: On-call support rotation included Join a team where your technical leadership directly impacts customer success, system stability, and service excellence. TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.