Quadlabs Technologies - Team Lead - Application Support

Job Summary

Responsibilities

• Lead and oversee the Application Support team, ensuring timely and high-quality resolution of client issues.
• Provide first-line and escalated support to customers 24x7, addressing queries and resolving product-related concerns.
• Troubleshoot application software issues, perform root cause analysis, and follow through until closure to prevent recurrence.
• Accurately log, track, and report issues in the incident management/reporting system.
• Collaborate closely with internal teams (development, QA, product management) to resolve issues effectively.
• Maintain comprehensive product and technical knowledge, keeping up to date through self-learning and training.
• Ensure high levels of customer satisfaction by delivering prompt and professional service.
• Understand ERP application architecture and structure to respond to ERP-related queries from clients.
• Manage multiple client accounts and prioritize tasks effectively under pressure.
• Work with SQL Server for database management, query execution, and troubleshooting.
• Oversee and manage IIS administration, Windows Server environments, and related infrastructure.
• Mentor team members, conduct regular reviews, and provide training to improve performance and Competencies :
• Strong leadership and team management skills.
• Solid experience in Application Support and Technical Support.
• Analytical and problem-solving skills with an eye for detail.
• Ability to manage multiple client queries simultaneously while maintaining professionalism under
  

• Excellent communication skills for both technical and non-technical audiences.
• Strong customer service orientation with the ability to manage and Experience :
• Bachelors degree in Computer Science, IT, or related field (preferred).
• 4+ years of relevant experience in Application Support, Technical Support, or related roles.
• Hands-on experience with SQL Server (database management, query execution, administrative tasks).
• Knowledge of IIS administration and Windows Server (2003 or higher).
• Background in programming/development is a strong advantage.
• Exposure to ERP applications and structures is preferred.