Team Lead - L1 Application Support
Team Lead - L1 Application Support
Posted on :
10-07-2025
Employer Active
1 Vacancy
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Job Description
Requirements:
- Bachelors or Masters degree in Computer Science IT or related field.
- 7 years of experience in application or technical support with at least 2-3 years in a leadership role
- Proven experience with ticketing tools (e.g. JIRA Zendesk) SQL REST APIs log analysis and documentation.
- Strong communication skills customer empathy and ability to manage across regions and time zones.
- Familiarity with cloud environments (AWS GCP Azure) and scripting (e.g. Python Bash) is a plus.
- Exposure to monitoring tools like Datadog Airflow Jupyter.
- ITIL certification or experience with ITSM processes.
- Experience working in AI/ML-intensive SaaS or data-heavy platforms.
Responsibilities:
- Serve as the senior escalation point for the L1 Application Support team ensuring timely resolution of high priority or escalated issues.
- Lead mentor and manage an L1 support team (minimum 5 staff) overseeing daily operations scheduling shifts and assigning case responsibilities.
- Oversee first-line support for complex data science applications covering API integrations model outputs workflow errors system configurations and SQL-related issues.
- Own knowledge base development ensuring consistent accurate documentation and team training to minimize recurrence of known issues.
- Maintain SLA compliance across international time zones ensuring structured escalations to L2/L3 engineering where required.
- Coordinate with global support teams to ensure 24/7 coverage; review handover across shifts and maintain continuity in support delivery.
- Monitor and report on support team performance metrics (e.g. ticket volume resolution time SLA breach rate); lead post-incident reviews and drive process improvements.
- Communicate with cross-functional stakeholders including clients product engineering and operations to escalate issues share trend insights and manage client expectations.
Employment Type
Full Time
Key Skills
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