Description :

Role Overview :

The Application Support Lead is a senior, hands-on leadership role responsible for overseeing enterprise application support operations across a global, matrixed organization. This role ensures the stability, performance, and continuous improvement of business-critical applications while aligning support activities with organizational strategy and digital transformation initiatives.

The role involves leading internal application support teams, managing strategic vendor partnerships, monitoring service performance through KPIs, and driving process maturity using ITIL-aligned practices. The Application Support Lead works closely with business stakeholders, global IT teams, and external vendors to ensure high-quality, responsive, and scalable application support services.

You will operate within A Raymonds servant-leadership culture, supported by :

A Referent focused on your performance, development, career growth, and well-being

A Community Leader responsible for functional and technical governance of your work

Key Responsibilities :

Application Lifecycle & Service Management :

- Own end-to-end application support across the lifecycle, including deployment support, production stability, enhancements, and decommissioning

- Manage application service contracts with external vendors (e.g., Capgemini), ensuring SLA adherence, service quality, and cost efficiency

- Act as the escalation point for major incidents, recurring issues, and high-impact business disruptions

Incident, Problem & Change Management :

- Oversee incident, problem, and change management processes in alignment with ITIL frameworks

- Ensure timely resolution of incidents and root cause analysis for recurring or critical issues

- Drive proactive problem management to reduce incident volume and improve system reliability

Team Leadership & Resource Management :

- Lead, mentor, and develop a team of Application Support Technicians and Specialists

- Manage workload distribution, skill utilization, and priority setting across ticket backlogs

- Foster a high-performance, collaborative team culture with strong ownership and accountability

Cross-Functional & Global Collaboration :

- Coordinate with Raynet teams, infrastructure, cybersecurity, and business units to ensure seamless application support

- Support multi-site and multi-region operations, ensuring consistent service delivery across geographies

- Partner with application owners and business stakeholders to align support with evolving business needs

Performance Monitoring & Continuous Improvement :

- Define, track, and analyze KPIs such as incident response times, resolution rates, backlog trends, and service availability

- Identify improvement opportunities and implement corrective actions to enhance service efficiency and quality

- Drive automation, standardization, and tool adoption to improve support maturity

Reporting & Stakeholder Communication :

- Prepare and present regular operational and performance reports to IT and business leadership

- Provide transparency on risks, service gaps, and improvement roadmaps

- Communicate effectively with senior stakeholders during critical incidents and strategic discussions

Strategic Contribution & Transformation :

- Contribute to the alignment of application support with ARaymonds broader IT and digital transformation strategy

- Propose and drive enhancements to support models, tools, and governance frameworks

- Support legacy-to-modern application migration initiatives, including cloud adoption and platform rationalization

Education & Experience :

Educational Qualifications :

- Bachelors or Masters degree in Engineering, Computer Science, Information Technology, or a related discipline

Specialization :

- IT Service Management (ITSM) using ITIL frameworks

Certifications :

- ITIL Certification (mandatory or strongly preferred)

- Cloud or service management certifications are an advantage

Experience :

- Minimum 8 years of experience in application support, IT operations, incident management, or service delivery

- Proven experience managing application support teams and external vendors

- Experience working in global, multi-site, and matrix organizations