Application Support Lead

Job Summary

The Application Lifecycle Manager / Application Support Lead coordinates global support teams, monitors performance through key metrics, and drives continuous improvement and strategic alignment of activities. This senior role involves managing external vendor contracts, leading IT support specialists, and fostering collaboration within a global, matrix organization. Candidates require a minimum of 8 years of experience in application support, incident management, or IT operations, with strong ITSM processes and ITIL framework knowledge.

Job Roles & Responsibilities

• Manage Service contract with external vendor e.g. capgemini
• Team management of the AS Technicians / Specialist
• Management of the priorities in the ticket’s backlog
• Mobilize and coordinate, when necessary, Raynet teams to ensure effective support for applications.
• Mentor and supervise a team of IT Application Support Technicians / Specialists.
• Foster a spirit of collaboration and teamwork within support.
• Develop and maintain performance indicators (KPIs) and metrics to evaluate the effectiveness of application support.
• Implement corrective or improvement actions based on the observed results.
• Prepare regular reports for management, including support activities, performance and areas for improvement.
• Contribute to the alignment of support activities with the overall objectives of the organization.
• Be a source of proposals to develop application support practices and tools.
• Bachelor’s/Master's degree in Engineering or Technology

Cultural Expectations

• Minimum 8 years of experience in managing application support, incident management, or IT operations
• Experience working in global teams or supporting multi-site operations
• ITSM processes using ITIL frameworks, ITIL certification
• Incident & Problem Management, Vendor contract management, Cloud platforms, Empowerment
• Communication, Wellbeing,Collaboration
• Legacy-to-modern migration strategy

Hiring Process

• Tech Interview with Tech Lead ( Virtual)
• Tech Interview with global tech lead (In-person)
• HR round (Virtual or In-person)