Application Support Lead @ HEXAWARE

IT & Security (2)
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Requirements

Strong written and verbal communication
Hands-on experience in supporting business applications
Managed a team of 10+ members and takes ownership of all L1 tickets/services
Managed the roster for the team and ensures minimum required availability
Prior experience in application support activities such as Incident Management, Problem Management, Service Request Fulfillment, Application Performance Monitoring, Batch Job Monitoring, and Root Cause Analysis
Adhere to customer-wide IT Support processes, Security policy and Service Level Agreement
Ability to understand escalation matrix
Willing to work in rotational shifts
9 to 12 years of IT experience
Insurance domain experience

Responsibilities

Good written and Verbal communication
Must have strong hands-on experience in supporting business applications
Should have managed a team of 10+ members and takes ownership of all L1 tickets/services
Manages the roster for the team and ensures minimum required availability
Should have prior experience in application support activities (i.e., Incident Management, Problem Management, Service Request Fulfillment, App Performance Monitoring, Batch Job Monitoring and Root Cause Analysis).
Adhere to customer’s IT Support processes, Security policy and SLA
Should be able to understand escalation matrix
Collaborate with app end users and Development Teams to provide E2E resolution for support issues.
Coordination/Support for Release Management & Deployments.
Prepare application know-how documentation wherever applicable.
Ability to provide guidance to the team.
Familiarity of Insurance domain applications
Willing to work in rotational shifts

Desired Qualifications

IT & Relevant Exp.	Support Team Lead - 9 to 12 years of IT Experience
Domain Experience	Insurance
Job Duties / Responsibilities	-Good written and Verbal communication -Must have strong hands-on experience in supporting business applications. -Should have managed a team of 10+ members and takes ownership of all L1 tickets/services -Manages the Roster for the team and ensures minimum required availability -Should have prior experience in application support activities (i.e., Incident Management, Problem Management, Service Request Fulfillment, App Performance Monitoring, Batch Job Monitoring and Root Cause Analysis). -Adhere to customer’s IT Support processes, Security policy and SLA -Should be able to understand escalation matrix -Collaborate with app end users and Development Teams to provide E2E resolution for support issues. -Coordination/Support for Release Management & Deployments. -Prepare application know-how documentation wherever applicable. -Ability to provide guidance to the team. -Familiarity of Insurance domain applications -Willing to work in rotational shifts
Skills (Good-to-have)	-Experience in developing applications. -Experience in using DevOps tools

Application Support Lead