Local Chapter Lead - Tech Ops & Support (Corp.Functions)

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Job Description
Local Chapter Lead - Application Maintenance, Operations & Support
OBJECTIVES/PURPOSE
Local Chapter Lead - Application Maintenance, Operations & Support will be responsible for overseeing a team of Application Support Engineers, ensuring the smooth operation, maintenance, and enhancement of software applications used by the Brand and Risk Corporate Functions (Global Corporate Strategy, Group Internal Audit, Global General Counsel, Global Corporate Affairs, Global Ethics and Compliance). This role requires a blend of leadership abilities, technical expertise, and strong communication skills. The successful candidate will collaborate with various teams to provide comprehensive support, deliver exceptional service, and drive continuous improvement.
Team Leadership and Management

• Lead, mentor, and manage a team of Application Support Engineers, fostering a culture of collaboration and continuous learning.

• Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.

• Develop and implement training programs to enhance the team's technical skills and knowledge.

• Allocate resources effectively and manage resource allocation to meet support demands.

• Manage workload distribution to maintain a balanced and efficient team.

• Prepare and present regular reports on metrics to senior management and stakeholders.

ACCOUNTABILITIES
Team Leadership and Management

• Lead, mentor, and manage a team of Application Support Engineers, fostering a culture of collaboration and continuous learning.

• Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.

• Develop and implement training programs to enhance the team's technical skills and knowledge.

• Allocate resources effectively and manage resource allocation to meet support demands.

• Manage workload distribution to maintain a balanced and efficient team.

• Prepare and present regular reports on metrics to senior management and stakeholders.

Application Maintenance and Support

• Plan and prioritize application maintenance and updates, ensuring minimal disruption to services.

• Oversee the monitoring and maintenance of application systems to ensure optimal performance, reliability, and scalability.

• Implement best practices for monitoring and optimizing application performance.

• Manage the resolution of Level 2 and Level 3 support incidents, ensuring timely and effective problem resolution.

• Coordinate with development teams, system administrators, and other stakeholders to investigate and resolve complex issues.

• Ensure proper documentation and maintenance of support procedures, troubleshooting guides, and knowledge base articles.

• Work closely with development, operations, and security teams to ensure configurations meet all requirements and standards.

Incident and Problem Management

• Oversee the incident management process, ensuring minimal impact on business operations and timely resolution of application-related incidents.

• Manage major incident management calls and coordinate with relevant teams to resolve issues.

• Identify recurring issues and implement long-term solutions to prevent future occurrences.

• Maintain a comprehensive incident tracking system, documenting root causes and resolutions.

Operational Metrics and Service Level Agreements (SLAs) Management

• Define, establish, and manage Service Level Agreements (SLAs) to ensure consistent and reliable application support services.

• Monitor performance metrics and analyze data to measure adherence to SLAs.

• Prepare and present regular reports on SLA compliance, identifying areas for improvement and implementing corrective actions as needed.

• Implement and manage systems to collect customer feedback regularly, such as surveys and feedback forms.

• Review support, performance and operational metrics as well as customer feedback to identify trends and areas for improvement.

• Provide recommendations on architecture and automation to enhance system efficiency and reliability.

• Monitor and analyze support metrics to identify trends and areas for improvement, ensuring a high level of customer service and support efficiency.

Service and Enhancement Request Management

• Monitor the daily activities of support engineers to ensure requests are logged and categorized accurately.

• Ensure adherence to established procedures for resolving common service requests.

• Prioritize service and enhancement requests based on business needs and impact.

• Gather and evaluate requirements for application enhancements from end-users and stakeholders.

• Lead team to design, test, and implement approved enhancements.

• Review completed service requests to ensure they meet quality standards.

• Communicate changes and updates to end-users, ensuring they understand new features and improvements.

Change Control and Release Management

• Establish a structured change control process to manage updates, enhancements, and bug fixes.

• Coordinate with stakeholders to plan and schedule releases, ensuring minimal disruption to services.

• Conduct impact assessments and risk analysis for proposed changes.

• Ensure thorough testing and quality assurance before deployment to production environments.

• Document all changes and maintain a detailed log for audit purposes.

• Communicate release schedules and change impacts to end-users and stakeholders.

• Continuously review and improve change control and release management processes to optimize efficiency and mitigate risks.

User Support Management

• Oversee and manage user support activities to ensure timely resolution of user queries and issues.

• Develop and implement support policies and procedures to improve user satisfaction and application performance.

• Conduct regular training sessions and create comprehensive user manuals to educate users on application functionalities, best practices, and new features.

• Act as a primary point of contact between product teams and the support team, effectively communicating enhancement requests, user feedback, and technical issues.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 5+ years of experience in application support or a related technical role, with at least 2 years in a leadership position.

• Experience with enterprise software applications, databases, and operating systems.

• Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Azure Fundamentals are a plus.

Technical Skills

• Deep knowledge of how application systems are designed and function.

• Familiarity with programming languages commonly used in the applications being supported.

• Proficiency in SQL and experience with database management systems.

• Strong skills in diagnosing and resolving technical issues.

• Knowledge of operating systems, network configurations, and system security.

• Understanding of the SDLC to manage and support application development and maintenance.

• Strong understanding of ITIL principles and incident management processes.

• Familiarity with monitoring tools, ticketing systems and version control systems (e.g., ServiceNow, Git).

• Working knowledge of cloud platforms and containerization technologies (e.g., AWS, Azure).

Soft Skills

• Excellent leadership and team management abilities.

• Exceptional problem-solving and analytical skills.

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Effective time management and organizational skills, with the ability to prioritize tasks and work under pressure.

• Collaborative mindset, with the ability to work effectively in a team-oriented environment.

Locations
IND - Bengaluru
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time