Information Technology Application Support
Location
Pune | India
Job description
About Birlasoft Ltd.
Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group's 161-year heritage of building sustainable communities.
We are seeking an experienced and dynamic professional to join our team as the Head of Applications Support. In this role, you will be responsible for leading a talented team of application support specialists, ensuring the smooth operation and optimal performance of our organization's software applications. The successful candidate will possess strong leadership skills, a deep understanding of application support processes, and a commitment to delivering exceptional service to both internal and external stakeholders.
Leadership and Team Management:
- Lead and inspire a team of application support specialists, fostering a collaborative and high-performance culture.
- Provide guidance, coaching, and mentorship to team members to enhance their skills and professional development.
- Develop and maintain strong relationships with cross-functional teams and stakeholders.
Strategic Planning:
- Collaborate with senior management to develop and implement strategic plans for the applications support function.
- Contribute to the overall technology strategy, aligning application support initiatives with business goals and objectives.
Service Delivery:
- Ensure the delivery of high-quality application support services, meeting or exceeding established service level agreements (SLAs).
- Implement best practices and continuous improvement processes to enhance the efficiency and effectiveness of application support operations.
Problem Resolution:
- Oversee the resolution of complex technical issues related to applications, collaborating with development teams and other relevant stakeholders.
- Implement proactive measures to prevent recurring issues and improve system stability.
Industry Insights:
- Be aware of growing trends in Application support in the industry and should propagate his/her learnings in the assigned portfolio
- Help and guide the team to transform towards next gen Application support paradigms
Documentation and Reporting:
- Guide team on how/what/where to maintain comprehensive documentation of application support processes, procedures, and troubleshooting guides.
- Guide team on how/what/where to generate and present regular reports on application support performance, identifying trends and areas for improvement.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
- Proven experience in a leadership role within application support, with a track record of successful team management.
- Strong experience in handling large, complex, multi-geo application support programs
- Strong understanding of software development life cycle and application support best practices.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across various teams.
- Demonstrated ability to think strategically and implement solutions to meet business objectives.
- Experience in managing relationships with third-party vendors and service providers.
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