Team Lead – Application Support

Job Summary:-

Team Lead – Application Support

Key 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 knowledge.

Key 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 pressure.
• Excellent communication skills for both technical and non-technical audiences.
• Strong

  customer service orientation

  with the ability to manage expectations.

Education and Experience:-

• Bachelor’s 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.