Application Support Lead

Parkar Global Technologies; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Parkar Global Technologies is seeking a highly skilled Team Lead Application Support Engineer to lead the application support team, ensuring the smooth operation of critical applications and driving continuous improvement of support processes.

The role requires strong ITIL knowledge, incident management, and experience with cloud platforms; excellent communication and leadership to motivate the team and meet SLAs.

Qualifications

• 4–6 years of experience in application support or related roles.
• Strong knowledge of IT Operations and ITIL frameworks.
• Proficiency in troubleshooting and escalating complex issues.
• Experience with multiple resolver groups and major incident management.
• Experience with IT service management tools.
• Excellent communication and interpersonal skills to lead and motivate a team.
• Strong problem-solving and attention to detail.
• Certifications such as ITIL, PMP, or relevant technical certifications.
• Experience with cloud platforms and services (AWS, Azure).

Responsibilities

• Lead, mentor, and develop a team of IT Service engineers and manage task allocation.
• Maintain SLAs and conduct periodic performance reviews with customers.
• Develop and enhance support processes; drive automation and ITIL-compliant practices.
• Collaborate with business users to understand needs and provide effective solutions.

Skills

Team leadership

Communication

IT operations

ITIL

Incident management

Troubleshooting

Problem solving

Cloud platforms

Certifications (ITIL, PMP)

AWS/Azure

Tools

ITSM tool

Job description

Job Overview

We are seeking a highly skilled and motivated Team Lead Application Support Engineer to join our dynamic IT team. The successful candidate will be responsible for leading the application support team, ensuring the smooth operation and maintenance of our critical applications, and providing high-level technical support to resolve complex issues. The Tech Lead will also be involved in the strategic planning and continuous improvement of application support processes.

Key Responsibilities

Leadership and Team Management

Lead, mentor, and develop a team of IT Service engineers. Allocate tasks and resources effectively to ensure timely resolution of support tickets. Conduct regular team meetings and performance reviews. Maintain Service level commitments with the customer and conduct periodic service performance reviews.

Process Improvement

Develop and enhance support processes and documentation. Identify and implement opportunities for process automation and efficiency improvements. Ensure compliance with ITIL and other relevant frameworks and standards.

Management

Collaborate with business users to understand their needs and provide effective solutions.

Requirements

• 4-6 years of experience in application support or a related role
• Strong knowledge of IT Operations, ITIL frameworks.
• Proficiency in troubleshooting and resolving escalation
• Proficiency in handling complex issues where multiple resolver groups are involved. Ability to perform major incident management.
• Experience with IT service management tool.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Strong problem-solving skills and attention to detail.
• Certifications such as ITIL, PMP, or relevant technical certifications.
• Experience with cloud platforms and services (e.g., AWS, Azure).