zidea
Website:
zidea.tech
Job details:
Role: Application Support Lead (L1/L2)
Experience: 8+ years
Location: Navi Mumbai- Belapur (On-site/Hybrid)
Role Overview:
- Lead and manage the support team for day-to-day operations
- Own end-to-end customer support delivery and satisfaction
- Ensure adherence to SLAs and service quality standards
- Manage team shifts, workload distribution, and overall efficiency
Key Responsibilities:
- Lead, mentor, and manage the support team
- Act as primary point of contact for customers and handle escalations
- Ensure timely resolution of incidents and service requests
- Monitor team performance, productivity, and quality metrics
- Plan and manage shift rosters to ensure coverage
- Prepare and share reports on KPIs, incidents, and performance
- Drive process improvements and optimize support workflows
- Coordinate with L2/L3 teams and internal stakeholders
- Maintain documentation, SOPs, and knowledge base
- Conduct team reviews, feedback sessions, and training
Requirements & Qualifications:
- 8+ years of experience in Application/Production Support
- 2–3 years of experience in a team lead or managerial role
- Strong experience in customer handling and escalation management
- Good understanding of SLA, incident, and problem management
- Experience with ticketing tools like ServiceNow, Jira, etc.
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities and deadlines
- Experience in shift planning and team management
- Willingness to work in rotational shifts
👉 If interested, share your CV at rudrakshi.jain@zidea.tech
Click on Apply to know more.