Job Title: Application Support Team LeaderLocation: Remote, UK-basedSalary: £55,000
About Us:
Join this revolutionary SaaS provider's team, where you'll lead a dynamic group delivering exceptional technical support to both our valued customers and internal staff. We're seeking an individual with a blend of technical expertise, leadership prowess, and a customer-centric mindset to spearhead our Application Team.
Responsibilities:
As the Application Support Team Leader, you will:
1. Take ownership of, manage, and resolve queries and incidents reported to the application team.
2. Lead a team of 3 Application Engineers
3. Provide timely and efficient 1st and 2nd line support to both customers and staff, ensuring SLAs are met.
4. Promptly triage application team tickets, offering solutions or workarounds to incidents, problems, and requests.
5. Analyze and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
6. Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
7. Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
8. Collaborate with third parties such as vendors and subject matter experts for 3rd line support.
9. Coordinate with the Delivery Manager and customers for product updates...