Lead Application Support & Incident Resolution

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
1. Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams
2. Contribute to the planning of application/infrastructure releases and configuration changes
3. Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
4. Maintain knowledge base of known support issues and resolutions
5. Create and maintain application support service catalogue in coordination with other internal application teams
6. Ensure application monitoring mechanisms and performance tuning processes are in place
7. Provide input to the implementation, backup and roll-back plans
8. 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
9. Create monthly performance reports and publish to stake holders
10. Handle critical customer escalations and manage appropriate stakeholder communications
11. Organize, facilitate and lead technical teams to work to resolve major incidents
12. 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
13. Understand departmental and company policies, procedures and business practices
14. 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:
1. Extensive knowledge and experience in managing and triaging Production Support incidents and issues
2. Experience working with distributed teams in different time-zones
3. Strong commitment to quality and engineering excellence
4. Ability to take up new challenges and explore new technology/tools
5. Ability to co-ordinate among multiple teams and bring out the best in team work
6. Ability to handle critical customer escalations and manage under highly stressful situations
7. Strong communication skills
8. Able to work in a high paced, dynamic and culturally diverse environment
9. High level of commitment, initiative, enthusiasm and vision
10. Excellent presentation and interpersonal skills
11. Prioritize workload; providing timely and accurate resolutions

Knowledge Examples:
1. Appropriate software programs / modules
2. Able to give knowledge transitions to the team when required
3. Experience in supporting enterprise customers
4. Provide estimates for candidate Enhancement and Defect work to be included in release
5. Operating Systems and software platforms
6. Integrated development environment (IDE)
7. Agile methods
8. Knowledge base of customer domain and sub domain where problem is solved