Application Support Team Lead (SNS01730)
Job Description
Responsibility
- Maintain regular communication with stakeholders, escalating complex issues when necessary.
- Lead and guide application support team in problem-solving, ensuring that solutions are well-documented and shared.
- Contribute to the onboarding and training of new colleagues, fostering a collaborative and supportive team environment.
- Support coordination across the three subservices, in collaboration with the Service Delivery Manager.
- Ensure consistency in incident management and documentation across the team.
- Act as the main point of coordination for the financial reimbursements subservice, ensuring alignment with client expectations and operational continuity.
- Deliver second-line support for financial reimbursement applications, including handling user queries, investigating incidents, and performing functional analysis.
- Process incidents, service requests, and follow-up actions using internal ticketing tools such as ServiceNow.
Qualifications
- Bachelor’s degree and 3+ years of experience with SQL and PL/SQL.
- Proven experience leading a support or technical team.
- Proficiency in Oracle SQL Developer.
- Experience in ITIL-based environments and familiarity with ServiceNow.
- Strong organizational, problem-solving, and decision-making skills.
- Excellent communication skills, with a strong command of spoken and written English.
- Comfortable in a multicultural, international context and capable of managing priorities independently in a dynamic environment.
Nice to Have
- Oracle certification (Database or Application Support).
- Experience with Unix/Linux environments.
- Familiarity with XML.
- Understanding of web APIs and tools like Postman.
Hiring Team Member
