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Busisol Sourcing (India) Private Limited

HR and Management Consultants

Job Code : JN/55876/2013
Contact Person : Mr.karthik
Industry type : IT/Software
Position : Application Support Team Leader/Powai
Work Experience : 3 to 5
Status : active
Hiring Role : Application Support Team Leader/Powai
Response Ph/Mob : 9791876677
Response Email 1 : karthik@busisol.net
Date : 23-Jan-2022
End Date : 28-Feb-2022
Skill category : "Application Support","Sql Database","Team Leading",Support,"Incident Management","Major Incident Management","Ticketing Tools","Server Monitoring","Application Monitoring"
CTC Range : 10 LPA
Show CTC range in portal :
Posted by : karthik
Email : karthik@busisol.net
Job description : The Application Support Team is a key component of the wider IT function and is responsible for ensuring the smooth operation and management of in scope applications. the operation of the Application Support Team including the management of direct reports. The Application Support Team Leader is responsible for ensuring the team delivers a quality level of service to supported applications and end users, with emphasis on troubleshooting issues raised by our client base either through the Customer portal or via escalations from the Service Delivery Team. The application support team provides an escalation route for the Service Delivery Analysts and collaboration with the Service Delivery Manager is pivotal to ensure seamless incident resolution for our customers’ incidents and service requests. The Team Leader would also have overarching responsibility for any projects where the application support team is required and would provide commentary around resource availability and scheduling. Key Responsibilities (10 bullet points recommended) Describe the key deliverables to be achieved by the post holder and the ongoing responsibilities of the role · Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures. · Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. · Training. Ensure continual upskilling in Customer Support through evaluation, development and training plans for staff · Day to day management, ensuring that staffing and skill levels are maintained throughout operational hours. · Managing your team to deliver customers’ needs and to continually improve your team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement · Problem management and Root Cause Analysis (RCA) with the aim of implementing recommendations. · Manage the teams incidents via FreshService · Provide an escalation point to the wider IT Team · Ensure that customers are receiving timely updates to their tickets · Manage their own case queue in line with Service Desk procedures · Escalate high priority issues and Major Incident Management procedures are adhered to Knowledge/ Education / Previous Experience Required A. Educational Background List any academic or practical education that must be obtained to be qualified to perform this role. Required Level of Education Degree in IT related subject Area of Specialisation IT – Application Support
Uploaded Date : 25-Jan-2022


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