Team Lead BTI (Application Support, Operations & Process Improvement)

About this role:

We are seeking a Team Lead to drive the development of a team of Applications Specialists based in India. This role will focus on delivering high-quality application support overseeing user training and driving process improvements for BTI systems. You will collaborate with cross-functional partners and external vendors to ensure consistent achievement of SLA targets improve operational efficiency and develop a bench of future project management resources.

What you will do:

• Lead coach and develop a team of individual contributors ensuring strong team performance and engagement

• Oversee daily support operations monitor KPIs and ensure strict adherence to SLAs

• Drive issue resolution advanced troubleshooting and root cause analysis to ensure timely fixes

• Establish document and improve support processes identifying new opportunities to enhance operational efficiency

• Coordinate with project teams on special projects - including reporting tagging and manual process completion - ensuring on-time delivery

• Partner internally with BTI teams ISO IPA IT Product and Operations as well as externally with application and tool vendors

• Oversee the delivery of user training programs to increase the adoption and effective use of internal systems

What you will need:

• 35 years of relevant experience in application support or operations with prior team leadership experience preferred

• Advanced troubleshooting and problem-solving skills paired with a strong technical aptitude

• Proven ability to drive process improvement and manage change

• Demonstrated ability to communicate effectively manage multiple priorities and lead people

• Strong stakeholder management skills to successfully collaborate with internal teams and external vendors

• Bachelors degree or equivalent required with a preference for degrees in Business Technology or a related field

What you will get:

• Competitive salary generous paid time off policy charity match program Group Medical

• Insurance Parental Leave Employee Assistance Program (EAP) and more!

• Collaborative team-oriented culture that embraces diversity

• Professional development and unlimited growth opportunities

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