Application Support TeamLeader -Mumbai (Powai)
- Busisol Sourcing India
- 3 - 6 Years
- Mumbai
- 3 years ago
- Email to a friend
- Report this job
Job Description
Key Responsibilities (10 bullet points recommended)Describe the key deliverables to be achieved by the post holder and the ongoing responsibilities of the role
Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company's needs.
Training. Ensure continual upskilling in Customer Support through evaluation, development and training plans for staff
Day to day management, ensuring that staffing and skill levels are maintained throughout operational hours.
Managing your team to deliver customers needs and to continually improve your team's efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement
Problem management and Root Cause Analysis (RCA) with the aim of implementing recommendations.
Manage the teams incidents via FreshService
Provide an escalation point to the wider IT Team
Ensure that customers are receiving timely updates to their tickets
Manage their own case queue in line with Service Desk procedures
Escalate high priority issues and Major Incident Management procedures are adhered to
Knowledge/ Education / Previous Experience Required
A. Educational Background
List any academic or practical education that must be obtained to be qualified to perform this role.
Required Level of Education
Degree in IT related subject
Area of Specialisation
IT Application Support
B. Job-Related Experience
Describe what experience this position will require the job holder to have obtained in past roles within or outside of the organisation that would demonstrate a level of proficiency in the stated role.
Minimum Level of Job-Related Experience required
3 to 5 years in a commercial, high volume ticket environment preferably with supervisory experience, but not essential.
Why is this Level of Experience Required
It is important that the candidate has been exposed to working in a busy application support environment with high ticket volume and Project involvement. Ability to work under pressure is key as availability of core applications is paramount
C. Other Job-Related Skills/Background
List any licenses, certificates, registrations, or any relevant job skill or abilities not covered in Educational Background or Job-Related Experience sections above that are required for the job.
SQL
Familiarisation with using ITSM tools (Fresh Service)
Application of Knowledge
Briefly describe HOW the level of knowledge required for this role is applied / used within the role. (For example, is the role required to follow rules and deliver tasks, or to adapt guidelines and processes, or to set new policies or new business direction)
The Application Support Team Leader will act as an escalation point for the team on a large range of bespoke and out of the box applications. The knowledge and experience gained from supporting core Northern Marine applications will also be documented to upskill colleagues newer to the business. In order to delegate successfully, there will be a large element of the role that will include mentorship and upskilling peers so that the Team Leader can focus on management and development of the team, Project priorities, ticket quality and general BAU tasks.
Problem Solving & Innovation
Briefly describe the level of problem solving that the role requires and provide examples of why. Consider the difficulty of the problems to be solved and the extent to which judgement and analysis must be exercised. Also consider the extent to which assistance is available. Only consider problems which are typically encountered, not unusual or unlikely problems.
It is fundamental that the Application Support Team Leader possesses advanced problem-solving skills. There are scenarios where a core application issue may impact the whole business onshore and offshore with financial and reputational repercussions. The Team Leader would be expected to invoke a methodical and systematic approach with focus on root cause analysis. There would be a requirement to collaborate with the business and other resolver groups to reach a satisfactory conclusion so the Team Leader would be expected to work under pressure to deliver this outcome.
Interaction
Briefly describe the nature of interaction that the role requires. Consider the different roles which this job typically interacts, and the purpose of that interaction. Consider also the extent to which the job requires cooperation and tact in dealing with others both inside and outside the organisation, and the complexity of that interaction.
The Application Support Team Leader will frequently collaborate and co-operate with all members of the IT team and the wider business. Occasionally they will also work with clients or their IT teams and suppliers. The Team Leader has to consider the level of technical detail involved in these engagements and tailor it according to the audience. One example is the engagement with our main vendor, ADS, and the responsibilities required to support and maintain the Aurora application. Interaction with ADS staff is key to providing a smooth and timely support experience to Aurora users.
Impact
Briefly describe the level of Impact that the role requires. Consider the impact this role has on business objectives, the sphere of influence (for example immediate team, department, or whole function) and the required level of impact (for example individual contribution, team leadership, execution of policy, operational leadership, or strategic vision). What is the typical time horizon of the impact (weeks, months, years)
The Application Support Team Leader role is pivotal to managing and monitoring the reliability, productivity and effectiveness of in scope software applications. The Team Leader should ensure the team is fully aware of their responsibilities and the impact to the business should they not adopt the correct approach and thought process for any given situation from a Severity 1 type issue (Core application outage) to the creation of user accounts that are key to business users performing their daily tasks. Failure to not actioning these tasks in the correct manner can directly impact the whole business or a single user so it is important that this influence is cascaded to the team as an example of how to approach incidents and requests.
Breadth/ Scope of Accountability
Provide details of any scope data relevant to the role e.g. the net sales that the role supports / generates or budget responsibility.
Number of Direct Reports
4
Please do mention the below details
Total Experience :
Current Company :
Current Designation :
Current CTC :
Expected CTC :
Notice Period :
(Notice period is negotiable or Not - YES/NO):
Current Location :
Contact Person : Saakshi
Email : [Confidential Information]
Employement Category:
Employement Type: Full timeIndustry: Shipping
Functional Area: IT
Role Category: Application Support
Role/Responsibilies: Application Support TeamLeader -Mumbai (Powai)
Contact Details:
Company: Busisol Sourcing IndiaLocation(s): Mumbai
+ View Contact
Fraud Alert to job seekers!
₹ Not Specified
Plugin template missing! Fix or contact support.
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in