The Application Support Lead is responsible for application management and support, understanding design enhancement changes, responsible to review and create technical assessment documents, debug .NET/Angular and SQL code, troubleshoot front end, middle layer related performance issues and provide strong technical leadership to the support team onshore and offshore. The application supported is running on Windows OS, IIS, WCF services and SQL server with several components in Azure PaaS
The following attributes are also essential to a successful career within Application Support:
Empathy with users
Patience and understanding
Acceptance of ownership
Investigation and diagnostic skills
Excellent customer service skills
Attention to detail
A proactive approach
Ability to work under pressure and to tight deadlines
An Application Support Lead must approach tasks systematically and remain focused on restoring services as soon as possible even when working under pressure, which makes these skills essential.
The team consists of onshore and offshore members, the ASL role is to manage this team and drive continuous improvement.
Work closely with the Development Team and particularly the Program/Project Managers to be aware of new development and fixes, and how that will affect the various environments.
Conduct a weekly standup with the team and associated members of the team from other departments.
Attend multiple team calls for support awareness
Program Manager's project-related calls
Drive major incident resolution and follow-up, determining the root cause and taking action to avoid these issues from recurring.
% of Time Accountability:
20 Drive Support quality: Delivers high-quality products and support, exceptional service that provide value and exceed client expectations. Provide support in a timely manner and address Low/Medium/High/Critical incidents accordingly.
15 Apply a strategic perspective: Uses diverse sets of inputs to develop a broad perspective on business and people issues. Understand release dates and the ability to resolve bugs/defects quickly w/ other teams
15 Build collaborative relationships: Connects with individuals, teams, and organizations to build lasting, collaborative relationships that enable global, firm-wide growth. Know your clients but most importantly know your resources.
20 Make sound decisions: Exercise’s sound ethical and business judgment when making decisions. Adhere to the firm's Value’s, Cultural Diversity, and Inclusion.
10 Demonstrate self-awareness: Focuses on self-development and continuous learning, using insight to build capability and confidence.
20 Develop and motivate others: Engages teams, instills confidence, and coaches people to find meaning in their work and achieve exceptional results. Treat everyone w/ respect, be professional, share knowledge, incite success!!
Strong knowledge on Windows IIS Services, WCF Services, .Net code, and SQL Server
Experience with monitoring tools and networking tools
Experienced in ITIL pillars, i.e., Operational Support, Planning, Release/control/validation, Service Agreements
Highly experienced with working in team situations, involving critical situations and asking the right questions
Influencing members of other teams not in a direct reporting line and holding people and vendors accountable
Capable of managing a high daily workload, provide weekly status on current incident state as well as next steps to resolve.