Team Lead - Enterprise Application Support

Role Overview :

We are seeking a skilled and experienced Lead Application Support Specialist to provide end-to-end support for enterprise business applications. This role focuses on incident resolution, service request management, problem analysis, and system administration to ensure smooth operation and minimal disruption of critical business systems.

Experience & Qualifications :

- 8 to 10 years of experience in IT Application Support or related roles.

- Bachelors degree in Computer Science, Information Technology, or any relevant field.

Key Responsibilities :

- Application Support

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

• Blackline
• ARMS
• DPS (Oversight)
• DocuSign
• MK Denial
• OneTrust Privacy Impact Assessment (PIA)
• 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

• SERVFS
• CRM
• DataHub

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

- Strong analytical and troubleshooting capabilities.

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