Technical Lead- Application Support

Position Overview:-

The applications support team at Optimum Info utilizes their knowledge of the applications and the 

respective data sets to resolve business problems or to assist in application configurations using available 

tools. 

The Lead – Applications Support is a specialist role that requires deep understanding of all the applications, 

an ability to analyze issues and identify resolutions and to communicate clearly. The primary focus for this 

position is understanding requestor needs and guiding the team members in providing the support 

effectively and efficiently. 

This role also collaborates with other business and technical teams in identifying ways to increase the 

contributions of the support team; whether by additional training, developing utilities, reusable scripts 

etc.; and demonstrating the ability of the support team in meeting higher expectations. The increased 

utilization and integration of the team with other teams is the success of this position. 

The Lead – Applications Support is also expected to have strong technical skills to enable this role to define 

training plans and train junior team members and interns for joining support and other technical teams. 

Key Responsibilities

• Understand the domain and applications supported by the applications support team. Associate 
• reported issues with application features and technical implementation. 
• Ensuring timely issue resolution of support requests, with a strong focus on priorities and impact. 
• Hands-on participation in the issue resolution process through providing functional and technical 
• guidance to team members and reviewing resolutions and scripts proposed by team members. 
• Appropriate status and resolution communication to support requestors. 
• Identifying scenarios and tickets that the support team is equipped to resolve. Continuously 
• enhancing the team’s abilities to resolve tickets through upskilling, building automation and building 
• / Requesting new features in the applications. 
• Collaboration with technical and business teams, when necessary, for higher level of support and to 
• provide functional workarounds to the users. 
• Documenting the resolutions provided, building a knowledge base and a library of SOPs and scripts. 

Desired qualifications and experience:

• At least 7 years’ overall experience, providing technical support in a professional services organization 
• with about 2 years in a lead role. 
• Bachelor’s degree in engineering or other qualifications with demonstrable equivalent skills. 
• Ability to query databases and use tools to guide users in resolving issues. 
• Understanding of ticket and utilization metrics for support teams and generating dashboards for 
• presenting to senior management. 
• Excellent English language written and oral communication skills. 
• Experience with .NET framework using C# language, jQuery, Bootstrap and SQL Server. 
• Exposure to any public cloud environment, preferably AWS. 

Other Attributes:

 Knowledge of automotive / franchise operations and business processes is desirable. 

 Focus on maintaining detailed documentation.