Application Support Team Lead
Computershare · Hyderabad
Location: Hyderabad, India (Hybrid)
This is a hybrid position primarily based in Hyderabad, India. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.
We give you a world of potential
When you join this dynamic team as a Application Support Team Lead, you will enjoy a career, teamwork, flexibility, and leadership you can trust to help accelerate your personal and professional goals. Come be a part of a world of potential at Computershare Business Support Services.
Computershare Technology Services (CTS) provides global technology and infrastructure/support services for existing Computershare proprietary software together with a full range of development services for new products.
A role you will love
This role is responsible for the support and maintenance of business-critical applications, ranging from in-house developed systems to third party software, across multiple technology frameworks. As the Team Leader, you will be responsible for ensuring the Application Support team performs effective triaging and resolution of software support issues, often coordinating the involvement of multiple technology teams, including infrastructure and development services. The position is required to work closely with the Service Management and Development teams, utilising the core ITIL principles in Change, Release, Incident and Problem management, as well as supporting the successful delivery of new services/applications into the production environment. The Application Support Team Leader is required to forge strong working relationships with key business stakeholders to support demanding priorities and work with other CTS teams, providing support to businesses globally to ensure consistency and alignment of processes and best practice.
- Oversee the application support team providing resolution of application issues for users, partnering with the Service Desk and other technology support teams as required.
- Act as an escalation point for situations requiring urgent attention.
- Management of support analysts within the team to:
o Manage day-to-day operations of support services so that user problems are identified, prioritized, researched, resolved and followed up quickly and competently
o Plan, prioritise and schedule support activities to ensure continuity of service, including DRP & BCP events
o Assist Support Analysts with prioritisation of work items
- Facilitate effective communication between the Application Support team, Service Desk, development teams and other stakeholders.
- Conduct regular reviews of processes, standards and templates with a view to continuous improvement.
- Participate in and represent CTS Development in all key review meetings/forums including the Change Advisory Board (CAB) and Incident Review (IR) meetings.
- Analyse support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved
- Adhere to all IT governance process including: Global Development & Infrastructure Councils, Change Advisory Board, and Computershare Risk Assessment Methodology (CRAM).
What will you bring to the role?
- 3+ years of experience as a Support Analyst working in a complex environment
- Strong interpersonal skills with proven ability to build and maintain strong relationships with stakeholders, including international stakeholders.
- High level of initiative with ability to deal with multiple projects simultaneously with conflicting priorities.
- Proven experience supporting integrated products
- Strong leadership, influencing, negotiation and communication skills
- Excellent customer service skills
- Ability to work under pressure and set, work and deliver to tight deadlines/milestones
- Excellent analytical and research skills with the ability to collect and analyse complex material and data and present it in accessible formats
- Experience leading or mentoring a small team
- Knowledge of ITIL methodology
- Proficient with service desk tools
Rewards designed for you
Health and wellbeing Our health and wellbeing rewards are designed to support you and your family.
Paid time away from work Our employees enjoy a competitive paid time off package.
Save for your future We will support you along your retirement savings journey.
Income protection To ease concerns when the unexpected occurs, our package includes short and long-term disability benefits, life insurance, supplemental life insurance (single/spouse/family) and more.
Parental leave We offer paid parental leave, flexible working, and a caring and inclusive culture.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
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