Team Lead - Enterprise Application Support

You are a skilled and experienced Lead Application Support Specialist responsible for providing end-to-end support for enterprise business applications. Your primary focus will be on incident resolution, service request management, problem analysis, and system administration to ensure the smooth operation and minimal disruption of critical business systems. With 8 to 10 years of experience in IT Application Support or related roles, you hold a Bachelor's degree in Computer Science, Information Technology, or a relevant field. Your key responsibilities include delivering day-to-day operational support for enterprise applications such as DocuSign, MK Denial, OneTrust Privacy Impact Assessment (PIA), and Esker. You will manage application administration, user access control, and provide on-call support for high-priority incidents (P1/P2). In incident management, you will log and prioritize incidents based on business impact, investigate, diagnose, and resolve issues, ensuring timely updates in the ticketing system. You will monitor incident queues, ensure SLA compliance, and maintain historical records for future issue resolution. For service request management, you will analyze and fulfill service requests within defined SLA timelines, escalate to appropriate support teams when necessary, update request statuses, communicate resolutions clearly, and coordinate change or release management activities as required. In problem management, you will identify recurring issues through pattern analysis, conduct Root Cause Analysis (RCA), document findings, work with stakeholders to implement permanent fixes, and maintain and enhance SOPs for efficient operations. You will also be responsible for conducting routine health checks and job monitoring, utilizing hands-on experience with ServiceNow, Remedy, or similar ticketing tools. Your strong analytical and troubleshooting capabilities, excellent communication, stakeholder management skills, and working knowledge of ITIL processes, especially Incident, Request, and Problem Management, will be crucial for success in this role.,