Application Support Lead

About the Role

TekWissen is a global workforce management provider offering strategic talent solutions to clients worldwide. This role supports a leading Indian Original Equipment Manufacturer (OEM) specializing in high-end computing solutions (HCS), including supercomputers, AI infrastructure, private cloud systems, and high-performance data storage.

The Application Support Lead ensures the stability, performance, and continuous improvement of core business applications, including Sales, Accounting, and Enterprise Resource Planning (ERP) systems. This role serves as the primary escalation point for complex issues and acts as the bridge between end-users and technical teams. Beyond technical troubleshooting, this Lead is responsible for the operational health of systems through proactive monitoring and driving the daily rhythm of the support team via ITIL best practices.

Responsibilities

• Technical Leadership & Operations
  • Maintain and monitor operational dashboards to track service health and support performance metrics. Proactively identify trends or anomalies before they impact end-users.
  • Lead daily standup meetings to synchronize team activities, identify "blockers," and ensure high-priority tickets and projects remain on track.
  • Act as the subject matter expert (SME) for core business applications, resolving complex issues escalated from the Service Desk (Tier 2/3).
  • Lead the investigation of application outages or bugs, performing root cause analysis (RCA) to prevent recurrence.
• Process & Strategy
  • Use dashboard data to provide weekly and monthly reports to the Service Desk Manager regarding ticket volume, recurring issues, and system stability.
  • Maintain a comprehensive knowledge base of application workflows, troubleshooting guides, and user manuals.
  • Oversee the testing and deployment of application updates and patches, ensuring minimal disruption to business operations.
• Team Mentorship
  • Lead and mentor junior support analysts, fostering a culture of technical excellence and proactive problem-solving.
  • Conduct training sessions for the broader Service Desk team to improve first-call resolution rates for application-related queries.

Requirements

• Experience: 5+ years in technical application support, with at least 1–2 years in a lead or senior capacity.
• Operational Excellence: Demonstrated experience using monitoring tools (e.g., SolarWinds, Datadog, or native platform dashboards) to manage system health.
• Leadership: Experience facilitating standup meetings or utilizing Agile/Scrum methodologies to manage team workflow.
• Technical Proficiency: Proven experience in application support.
• Communication: Exceptional ability to translate technical data from dashboards into actionable business insights for stakeholders.

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL Foundation or Practitioner certification.
• Experience with SQL for data querying and dashboard customization.
• Familiarity with ITSM platforms like ServiceNow for tracking operational KPIs.

Pay

$60,000 to $70,000/yearly.

Schedule

Full-time, remote.