Application Support Lead
Job Description:
Job Title: Application Support Lead
Location: Hyderabad
Job Summary:
We are seeking an experienced and proactive Application Support Lead to take full ownership of the Application Support function, overseeing L1, L2, and L3 support teams for our business-critical applications, including NetSuite, Salesforce, Anaplan, and other enterprise systems.
This role ensures that all support activities align with business goals, Service Level Agreements (SLAs) are consistently met, and users receive exceptional service. The ideal candidate will bring strong leadership skills, technical expertise, and a passion for optimizing support operations and driving continuous improvement.
Key Responsibilities:
Support Team Leadership:
Lead and manage the L1, L2, and L3 support teams, ensuring a coordinated and efficient approach to resolving application issues. Oversee all support activities for ERP, CRM, and other business applications, ensuring timely resolution of incidents and service requests. Act as the primary point of accountability for the overall performance and success of the application support team. Develop and enforce support processes and workflows, ensuring they align with industry best practices and ITIL frameworks. Establish a customer-focused culture within the team, emphasizing responsiveness, accountability, and quality service.
Operational Excellence:
Monitor application performance and identify trends or recurring issues, implementing proactive solutions to improve system reliability. Collaborate with internal teams and external vendors to resolve complex issues and deploy fixes or enhancements. Ensure proper escalation protocols are followed for high-priority or critical incidents. Document recurring issues, troubleshooting steps, and solutions to improve knowledge sharing and team efficiency.
Stakeholder Engagement:
Partner with business stakeholders to understand application requirements, pain points, and priorities, ensuring the support function meets organizational goals. Communicate support metrics, trends, and progress on improvement initiatives to IT and business leadership. Represent the support function in meetings, offering insights and recommendations for enhancing system performance and user satisfaction.
Team Development and Management:
Hire, mentor, and develop the L1, L2, and L3 support teams, fostering a culture of continuous learning and professional growth. Conduct regular performance reviews, set clear team goals, and provide targeted training to address skill gaps. Ensure the team is adequately staffed and equipped to handle current and future support demands.
Qualifications:
Required Skills and Experience:
Bachelor鈥檚 degree in Computer Science, Information Technology, or a related field.
5+ years of experience in application support roles, with at least 2+ years in a leadership position managing multi-tiered support teams.
Hands-on experience with enterprise systems like NetSuite, Salesforce, Anaplan, or comparable platforms.
Proven ability to manage and optimize L1, L2, and L3 support processes while ensuring SLA compliance.
Familiarity with ITSM tools and frameworks (e.g., ServiceNow, Jira Service Management).
Strong technical troubleshooting skills and understanding of system integrations and workflows.
Preferred Skills:
Certifications in relevant applications (e.g., NetSuite Administrator, Salesforce Administrator).
Experience with automation tools, APIs, or middleware such as MuleSoft, Celigo, or Boomi.
Knowledge of business processes related to finance, sales, or supply chain management.
Competencies:
Leadership: Ability to inspire, lead, and develop multi-tiered support teams.
Problem Solving: Analytical mindset with the capacity to diagnose and resolve complex technical issues.
Communication: Strong ability to interact effectively with technical teams, business stakeholders, and leadership.
Customer Focus: Commitment to delivering exceptional user experiences through reliable and efficient support services.
Process Improvement: Proactive in identifying and implementing opportunities to optimize support operations.
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