Application Support Team Leader / Manager

About the Role

We are looking for an Application Support Team Lead / Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products.

Key Responsibilities

-Drive the operational plan and oversee daily operations, including manpower deployment and contingency management.

-Monitor departmental productivity and ensure performance targets are met.

-Supervise the OTRS ticketing system to ensure all incoming requests are tracked, resolved promptly, and escalated appropriately.

-Proactively monitor product health status, identify exceptional cases, and manage repair and recovery processes.

-Recommend and implement enhancements to improve overall system performance and reliability.

-Analyse industry trends and customer needs to provide input for new product development and improvement.

-Manage and resolve complex technical issues reported by customers.

-Ensure end-to-end service delivery and operational excellence for all projects.

-Provide technical and product training to internal teams and customers when required.

-Review and approve vendor services and related costs to ensure effective cost management.


Requirements

-Bachelor's degree in Engineering or related technical field

-Minimum 5 years of experience in a similar role, with a proven ability to lead and grow teams.

-Experience in the System Integrator (SI) industry or familiarity with SaaS platforms is an advantage.

-Strong background in incident handling, troubleshooting, and technical operations management.

-Excellent leadership, communication, and interpersonal skills.

-Ability to work effectively under pressure in a fast-paced environment.

-Hands-on, proactive, and solution-oriented mindset.

-Strong analytical and problem-solving skills, with the ability to think creatively and strategically.