Application Support Team Lead

About us

Dorel Juvenile is the world's leading juvenile products company. Our products are available in more than 100 countries. We help families live carefree lives by providing them with juvenile products that rank highest in consumer reviews. That's what sets our products apart; durable, helpful, and caring.

Your Mission

We are seeking an experienced and motivated Application Support Team Lead to oversee the day-to-day operations of our application support function and ensure the delivery of high-quality, reliable services to users across Europe.

In this role, you will lead a team of skilled support analysts, coordinate incident and problem resolution, and act as a key liaison between business stakeholders, technical teams, and external partners. Similar roles in the European market typically combine hands-on technical work with strong people leadership and ownership of service quality, incident management, and continuous improvement.

You will provide both technical and people leadership, fostering a culture of collaboration, continuous improvement, and customer-centric service delivery. You will play a critical role in maintaining the stability, performance, and availability of business-critical applications while helping to shape the processes and standards that support long-term growth in a European, multicultural environment.

Key Responsibilities

-Team & People Leadership

• Lead, coach, mentor, and develop a team of application support analysts/engineers, providing regular feedback and performance management.
• Organise and manage workloads, including shift schedules (up to 24/7 coverage where applicable), ensuring staffing aligns with operational needs.
• Foster a positive, collaborative team culture focused on ownership, accountability, and continuous improvement.

-Application Support & Incident Management

• Oversee day-to-day application support activities, ensuring the smooth operation, stability, and availability of business-critical applications in production (and pre-production where relevant).
• Manage, prioritise, and resolve incidents and service requests, acting as an escalation point for complex or high-impact issues.
• Coordinate root cause analysis (RCA) and problem management activities, working closely with development and operations teams to prevent recurrence and improve system reliability.

-Service Quality, SLAs & Continuous Improvement

• Track, report, and manage performance against SLAs, KPIs, and support metrics, ensuring timely resolution and high-quality service delivery.
• Identify opportunities to improve processes, automation, monitoring, and support best practices to enhance service quality and operational efficiency.
• Contribute to change and release planning from an application support perspective, ensuring smooth deployments and minimal disruption to users.

-Stakeholder & Vendor Management

• Act as a key liaison between business stakeholders, internal IT teams, and external partners, ensuring clear communication and alignment of priorities.
• Communicate effectively with non-technical stakeholders, providing clear updates on incidents, risks, and planned changes.

-Documentation & Knowledge Management

• Maintain and improve support documentation, knowledge bases, and runbooks to support efficient, consistent incident resolution and onboarding of new team members.

Your Profile

• Proven experience leading a team of application support analysts or engineers, including coaching, mentoring, and performance management.
• Several years of hands-on application support experience, including troubleshooting, incident resolution, root cause analysis, and production support in a complex, multi-application environment.
• Strong technical proficiency with relevant application platforms, databases (e.g. SQL), middleware, and ticketing/CRM/ITSM tools.
• Experience with incident escalation, priority management, and problem management, and close collaboration with development and operations/infra teams; familiarity with ITSM / ITIL processes is a strong advantage.
• Excellent verbal and written communication skills, with the ability to interact confidently with internal teams, stakeholders, business users, and external partners across multiple European countries.
• Proficiency in English (written and spoken); additional European languages are considered an advantage.
• Proven ability to prioritise and manage workloads, coordinate 24/7 or extended-hours support coverage, and remain calm and structured under pressure.
• Strong focus on metrics and service quality, with experience tracking and reporting on SLAs, KPIs, and support performance.

Preferred Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Experience in a European or multinational organisation, supporting users across multiple countries and time zones.
• Exposure to monitoring and observability tools (APM, log analytics, dashboards) and an interest in driving proactive incident detection.

Are you ready to grow with us?

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