Lead Application Support Job Lisle area,Illinois USA,IT/Tech

Job Summary

Expectations from this role:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution.

Key Responsibilities

Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams

Contribute to the planning of application/infrastructure releases and configuration changes

Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence

Maintain knowledge base of known support issues and resolutions

Create and maintain application support service catalogue in coordination with other internal application teams

Ensure application monitoring mechanisms and performance tuning processes are in place

Provide input to the implementation, backup and roll-back plans

Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers, i.e. balance both client expectations with internal needs

Create monthly performance reports and publish to stake holders

Handle critical customer escalations and manage appropriate stakeholder communications

Organize, facilitate and lead technical teams to work to resolve major incidents

Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Understand departmental and company policies, procedures and business practices

Mentor all team members to become more effective in their roles and coach them on their career aspirations

Performance Areas

RCA:
Ensure Root Cause Analysis is performed for all issues as defined by the project
Design:
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
Maintenance:
Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system
Develop Strategies:
Lead should develop strategies to mitigate issues arising from existing problems
Innovative Value-adds:
Responsible for identifying and developing innovative value adds that benefit the project/customer/organization
Escalations:
Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Required Qualifications Skill Examples

Extensive knowledge and experience in managing and triaging Production Support incidents and issues

Experience working with distributed teams in different time-zones

Strong commitment to quality and engineering excellence

Ability to take up new challenges and explore new technology/tools

Ability to co-ordinate among multiple teams and bring out the best in team work

Ability to handle critical customer escalations and manage under highly stressful situations

Strong communication skills

Able to work in a high paced, dynamic and culturally diverse environment

High level of commitment, initiative, enthusiasm and vision

Excellent presentation and interpersonal skills

Prioritize workload; providing timely and accurate resolutions

Knowledge Examples

Appropriate software programs / modules

Able to give knowledge transitions to the team when required

Experience in supporting enterprise customers

Provide estimates for candidate Enhancement and Defect work to be included in release

Operating Systems and software platforms

Integrated development environment (IDE)

Agile methods

Knowledge base of customer domain and sub domain where problem is solved

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