Application Support Lead

About Parkar Digital:

Parkar Digital is a Hybrid-first company dedicated to hiring, retaining, and developing high-performing employees and teams with diverse backgrounds. We are a digital transformation and software engineering company headquartered in Atlanta, USA, and have our engineering teams across the US, India, and Latin America. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Parkar Digital offers an array of IT services across Cloud computing, Product development, Customer experience, Cybersecurity, and AI Engineering.

Parkar Digital, a Gold Certified Microsoft Azure partner, provides technology solutions for Digital Healthcare, Digital Retail & CPG. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Our goal is to empower a customer-first approach with digital technologies to deliver human-centric solutions for the clients.

For more info., Visit our website: https://parkar.digital/

LinkedIn - https://www.linkedin.com/company/parkar-digital/

Job Overview: We are seeking a highly skilled and motivated Tech Lead Application Support Engineer to join our dynamic IT team. The successful candidate will be responsible for leading the application support team, ensuring the smooth operation and maintenance of our critical applications, and providing high-level technical support to resolve complex issues. The Tech Lead will also be involved in the strategic planning and continuous improvement of application support processes.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and develop a team of application support engineers. Allocate tasks and resources effectively to ensure timely resolution of support tickets. Conduct regular team meetings and performance reviews.

Technical Support:

Provide high-level support for complex technical issues, ensuring prompt resolution.

Troubleshoot and resolve application issues, working closely with development, infrastructure, and other IT teams. Implement and maintain monitoring tools to proactively identify and address potential issues.

Process Improvement:

Develop and enhance application support processes and documentation.

Identify and implement opportunities for process automation and efficiency improvements.

Ensure compliance with ITIL and other relevant frameworks and standards.

Stakeholder Management:

Collaborate with business users to understand their needs and provide effective solutions.

Communicate effectively with stakeholders at all levels, providing updates on issue status and resolution times. Manage vendor relationships and coordinate with third-party support teams as needed.

Project Involvement:

Participate in project planning and execution, providing input on application support requirements and potential impacts. Lead or support the rollout of new applications and updates, ensuring a smooth transition to the support phase. Contribute to the development of disaster recovery and business continuity plans for critical applications.

Requirements:

• 5+ years of experience in application support or a related role, with at least 2 years in a leadership or team lead position.
• Strong knowledge of application support best practices, ITIL frameworks, and incident management.
• Proficiency in troubleshooting and resolving technical issues in a complex application environment.
• Experience with monitoring tools, scripting, and automation technologies.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Strong problem-solving skills and attention to detail.
• Experience in [specific technologies or applications relevant to your company, e.g., SQL, Oracle, SAP, etc.].
• Certifications such as ITIL, PMP, or relevant technical certifications.
• Experience with cloud platforms and services (e.g., AWS, Azure).
  

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field.