Senior Business Application Support Team Lead

Job Title : Business Application Support Team Lead Location: Open for both Bangalore and Pune (Hybrid - 3days in a week at office, 2 days wfh- Relocation is considerable) Shift Timing: US Hours - 6:30 PM to 3:30 AM (might change as per daylight saving) Contract Duration: 23 Months with possibility of conversion Interview: 2 rounds (1st Round - India Panel in between 2PM to 10PM IST & 2nd Round� US Panel) Position: 1 Considerable Notice Period: Immediate to 30 days Considerable GAP: Upto 6 months Job Description: Project Overview: This project has a broader responsibitliy for overseeing the end-to-end delivery of a portfolio of business applications, ensuring all testing and implementation activities are completed successfully and on schedule. The Application Delivery Lead will guide a team of engineers, provide technical and process-related leadership, and act as a central point of contact for stakeholders to ensure high-quality and timely project completion. Contractor�s Role: We are seeking an experienced and dynamic Business Application Support Team Lead to manage a team of 10�12 members and provide technical leadership in supporting critical business applications. The ideal candidate will have a strong background in business application support(BAST), vendor management, troubleshooting, and IT service management, with excellent communication skills to interact directly with clients and stakeholders. Experience Level: Senior � 7+ years. Qualifications: BE or any bachelor�s degree with relevant experience. Must have skills: Team Leadership: � Lead, mentor, and manage a team of 10�12 application support professionals. � Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues. � Provide technical guidance to the team, assisting in resolving complex, highpriority business application issues. � Maintain detailed reporting and metrics to ensure SLA�s are met and to identify resource issues and process gaps. Application Support & Troubleshooting: � Manage end-to-end business application support processes, including incident, problem, and change management. � Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software. � Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues. Ticket Management: � Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met. � Effectively drive change management ensuring processes are followed. � Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports. � Maintain robust metrics to ensure KPI/SLA�s are met. Process & Change Management: � Implement and oversee change management processes, ensuring compliance with organizational policies. � Maintain detailed process documentation covering all team procedures � Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions. OS & Environment Support: � Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across, all endpoints; physical, virtual, nonpersistent and Citrix. � Ensure compatibility and stability of applications across different operating systems and environments. Required Skills & Qualifications: � Strong knowledge and hands-on experience in application support and troubleshooting. � Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively. � Proven ability to manage incidents and service requests through tools like ServiceNow. � Strong technical knowledge of OS environments � Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette. � Strong problem-solving skills with the ability to think critically and adapt to different scenarios. � M365 integrated app deployments in enterprise environments. � Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools. � Proficiency in packaging and deploying applications across Windows 11 workstations, macOS devices, Windows Server, and Unix environments. � Expertise in merging and analyzing reports from AD, AAD, ServiceNow, CMDB, Flexera, Azure and similar systems to drive actionable insights. � Familiarity with ITSM frameworks (ITIL preferred) and supporting technologies (e.g., Active Directory, GPOs). � Proven leadership ability to manage multiple projects, set goals, train teams, and enforce operational rigor while ensuring security and consistency in application packaging standards. � Exceptional communication and stakeholder management, with the ability to engage technical and non-technical audiences globally. � Analytical mindset with a knack for problem-solving, troubleshooting, and driving process maturity through detailed documentation and QA enforcement. � Adaptable, self-motivated, and passionate about technology, teamwork, and delivering top-tier customer service. � Experience with BI reporting tools, including SQL querying, database management, and advanced Excel functions. Nice to have skills: � Extensive hands-on experience in the SCCM and Intune Management consoles. � Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites. � Experience with vendor/license management, including license harvesting and compliance. � In-depth understanding of Office patch management managed via Intune/SCCM and related processes.