Lead Technical Consultant

Role Overview: As a Lead Technical Consultant, you will be responsible for developing, implementing, and maintaining policies and procedures on application support services. Your main role will involve managing a team to ensure that all support or service requests are dealt with according to the agreed procedures. Additionally, you will be required to communicate and negotiate with stakeholders and external parties on application support related matters. Key Responsibilities: - Work directly with developers, clients, and internal teams on post-integration issues to provide technical support, consulting, and best practices. - Follow the escalation matrix and engage stakeholders, communicating technical issues to merchants and internal departments. - Analyze incident trends based on data analysis of past incidents and develop action items to reduce service volume and increase application availability. - Adjust negotiation styles accordingly when managing both internal and external stakeholders. - Ensure the team's OKRs are in a green state by tracking them on a daily basis. - Communicate application support policies, procedures, and SLA to relevant stakeholders, ensuring guidelines are followed across the enterprise. - Enhance the overall experience of merchants by providing technical issue support without redirecting them to developers. - Ensure Customer Satisfaction is in the green and meets organizational targets. Qualification Required: - At least 4-6 years of experience as an Application Support Lead/Manager. - Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential, along with a high degree of self-motivation and a can-do demeanor. - Ability to gain valuable insights through strong data/information literacy skills, perform root cause analysis, and problem-solving. - Must possess technical, analytical, and presentation skills with the ability to translate findings into business reports and presentations.,