Role Overview
We are seeking an experienced Application Software Engineer to lead our application support team. The ideal candidate will have a strong background in application support for retail and sales applications and a proven ability to resolve business-critical issues promptly. This role involves managing day-to-day support operations, ensuring timely resolution of tickets raised by business teams, and providing leadership to a small support team.
Key Responsibilities
- Ticket Resolution: Handle and oversee prompt resolution of incidents, service requests, and support tickets raised by business stakeholders.
- Team Leadership: Guide, mentor, and manage a small team (23 members), ensuring efficient task allocation and resolution.
- Application Support: Provide L2/L3 support for retail and sales applications, ensuring business continuity and minimal downtime.
- Issue Diagnosis: Troubleshoot, analyze, and resolve application-related problems while escalating complex issues when needed.
- Collaboration: Work closely with business teams, IT, and vendors to ensure effective communication and resolution.
- Continuous Improvement: Identify recurring issues and recommend process or system improvements to reduce repeat incidents.
- Documentation: Maintain accurate records of incidents, resolutions, and knowledge base updates.
Required Skills & Experience
- Experience: Minimum 3 years in application support, preferably in retail & sales applications.
- Leadership: Ability to lead and manage a small support team effectively.
- Technical Skills: Strong troubleshooting skills in enterprise applications; familiarity with support tools, monitoring, and ticketing systems.
- Domain Knowledge: Prior experience in retail and sales systems (POS, CRM, ERP, or related platforms) would be preferred.
- Soft Skills: Excellent communication, interpersonal, and stakeholder management skills.
- Problem Solving: Ability to work under pressure, prioritize tasks, and ensure quick turnaround for business-critical issues.
Preferred Qualifications
- Exposure to ITIL processes (Incident/Problem/Change Management).
- Prior experience in leading application support teams in a fast-paced business environment would be preferred.
