WHAT DOES AN APPLICATION SUPPORT LEAD DO?
The Application Support Lead manages both frontline and backline support teams, ensuring adherence to performance standards and service level agreements (SLAs). Responsibilities include overseeing ticket management, prioritizing incidents, and ensuring effective communication during customer notifications. Additionally, coordinates root cause analysis (RCA) and tracks problem resolution with technical teams, fostering a collaborative environment to optimize team cooperation and technical support processes.
Tips for Application Support Lead Skills and Responsibilities on a Resume
1. Applications Support Lead Duties
- Visibility Management: Provide visibility into overall stability of the platform.
- Trend Analysis: Provide trending and analysis to drive development prioritization of fixes and enhancements.
- KPI Management: Create, drive and manage KPIs and real-time monitoring dashboards to ensure system operability and performance.
- Proactive Identification: Proactively identify areas for stability improvement in the software/hardware stack as well as operational processes.
- Collaboration: Continuously collaborate and partner with various development and engineering teams to improve system, flow, and environments.
- Incident Management: Identify and drive incidents resolutions and proactive follow-ups to issues.
- Support Onboarding: Support application supportability model/onboarding of new businesses, Clients, and applications to the platform.
- Resiliency Management: Ensure resiliency of the platform through managed DR/SR/HA events, including documentation of PROD/DR environments and recovery processes on regular basis.
- Elimination Partnership: Identify and partner with engineering and development teams to eliminate single points of failure in the environment.
2. Applications Support Team Lead Details
- Team Management: Manage local frontline/backline teams and track performance.
- Ticket Coordination: Coordinate ticket management by local team.
- Backlog Management: Manage backlogged tickets and respond to tickets.
- Incident SLA Compliance: Ensure incidents are recorded, prioritized, categorized, and managed in accordance with SLAs.
- Incident Notification: Incident Management and manage Customer Notifications for local region (and for other regions when they are out of hours).
- RCA Coordination: Coordinate RCA preparation to ensure completion in a timely manner.
- Problem Resolution: Track open problem tickets and work with technical teams to ensure closure of problem tickets in a timely manner.
- Support Collaboration: Work closely with 2nd level technical support team and shape and optimize the cooperation.
- Process Development: Will develop structures and internal processes around the topic of technical support.
- Team Exchange: Support a smooth exchange with the Customer Success Teams and are in constant contact with internal interfaces and decision makers.
- KPI & Metrics Analysis: Define relevant KPIs and metrics, analyze them and develop new approaches and potentials for collaboration with Customer Success Teams.
3. Applications Support Lead Responsibilities
- Monitoring & Management: Ensuring all applications are proactively monitored, managed and supported according to industry/vendor best practice, applications are kept current, adhering to defined policies, processes and procedures to meet agreed SLAs/KPIs.
- Change Management: Ensuring all Application Changes are presented well in CAB, and executed to plan without unexpected impact on service.
- Root Cause Analysis: Ensuring all SIPs and Problems across the Application Portfolio are exhaustive in search for root cause and preventative actions.
- Incident Management: Ensure all Incidents are given the appropriate attention to meet and improve on availability and performance measures.
- Vendor Performance Review: Work with Vendor Service Management to review third party supplier performance as it relates to applications, assess the Service they provide, and assist with technical detail.
- Strategy & Planning: Contribute to designing and delivering an enterprise application strategy which supports both IT and any wider business objectives.
- Application Security: Work with Cyber Security to ensure that all Application components are managed to the appropriate level of risk.
- Application Administration: Responsible for applications administration, maintenance, and associated activities of applications installed.
- Service Management: Ensure the operation of the applications in the enterprise meet defined service levels and serve as the service owner for service solutions.
- Team Leadership: Lead team (7 employees) professionally and discipline and motivate employees.
- Performance Improvement: Improve the performance and efficiency of the team by actively coaching employees and optimizing the processes and tools used.
- Security Compliance: Be responsible for applying security principles, practices, and procedures under the RMF to maintain compliance with applicable security regulations.
4. Enterprise Application Support Team Leader Job Summary
- Team & Vendor Management: Manage Application Support team members who are directly reporting and manage the relationship with all internal and third-party service suppliers ensuring they meet and maintain service levels and contractual agreements.
- Coaching & Mentoring: Acts as coach and mentor to direct reports.
- Incident Resolution: Investigate issues/problems/incidents in a timely manner working with internal stakeholders and/or third-party vendor support.
- Customer Support: Ensuring any customer issues reported via Incident Management Tool are resolved.
- Application Maintenance: Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers.
- Process Improvement: Drive application support process improvements ensuring that operational processes, procedures and internal control mechanisms are defined, improved, followed correctly, and target areas of innovation, cost reduction and incremental value-add.
- System Enhancement: Improve application functionality and performance and provide suggestions for system and business improvements.
- Expertise & Ownership: Become a Subject Matter Expert (SME) for a range of systems/technical areas and take ownership of supporting these products, working with both Business and other Technology teams.
- Service Integration: Work with Development teams, Service Management and Business Partners ensuring that new services are in line with organizational standards and are production ready upon completion.
- Stakeholder Communication: Manage outbound communication across a wide breadth of senior stakeholders both internal and external.
- Problem Analysis & Resolution: Define, develop and provide an application problem analysis and resolution service for complex application problems in conjunction with the users and application suppliers.
- Functional Improvement: Improve application functionality and performance and provide suggestions for system and business improvements.
5. C and I Application Support Lead Accountabilities
- Reporting: Provide regular status reports to management on application status and other metrics.
- Issue Prioritization: Prioritize issues raised and resolve them accordingly.
- Process Design: Design processes and drive initiatives to improve efficiency and effectiveness of support processes.
- Critical Incident Management: Handle critical issues and resolution of major incidents.
- Business/IT Communication: Overall handling of business/IT communication in case of an outage or major incident.
- Rota Management: Opportunity to manage Rota, weekend support considering requirements from business and IT counterparts.
- Vendor Management: Manage off-shore, outsourced vendor to an SLA and execution of critical situations.
- Client Communication: Maintain effective communication with internal/external clients to understand application-related issues/queries/problems.
- Incident Ownership: Active ownership of open incidents – ensure resolution or workaround and escalation to problem management as appropriate and participation in Post Mortem Meetings.
- Knowledge Transfer: Engagement in knowledge transfer or Support handover process from 1st/3rd level or vendors to ensure the collection of support requirements at an early stage and avoid loss of know-how.
- Application Onboarding: Onboard new applications Kafka Streaming and BIG Data platform Landscape.