Team Lead - Applications Support

Job Description :

Key Responsibilities :

Application Support :

- Deliver day-to-day operational support for enterprise applications, including :

1. Blackline

2. ARMS

3. DPS (Oversight)

4. DocuSign

5. MK Denial

6. OneTrust Privacy Impact Assessment (PIA)

7. Esker

- Manage application administration and user access control.

- Provide on-call support for high-priority (P1/P2) incidents.

Incident Management :

- Log and prioritize incidents based on business impact.

- Investigate, diagnose, and resolve issues, ensuring timely updates in the ticketing system.

- Monitor incident queues and ensure SLA compliance.

- Maintain historical records to support future issue resolution.

Service Request Management :

- Analyze and fulfill service requests within defined SLA timelines.

- Escalate to appropriate support teams when necessary.

- Update request statuses and communicate resolutions clearly.

- Coordinate change or release management activities, as required.

Problem Management :

- Identify recurring issues through pattern analysis.

- Conduct Root Cause Analysis (RCA) and document findings.

- Work with stakeholders to implement permanent fixes.

- Maintain and enhance SOPs for efficient operations.

Monitoring & Reporting :

1. SERVFS

2. CRM

3. DataHub

Preferred Skills & Tools :

- Hands-on experience with ServiceNow, Remedy, or similar ticketing tools.

- Strong analytical and troubleshooting capabilities.

- Excellent communication and stakeholder management skills.

- Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.