Application Support Team Leader

IDEMIA, the global leader in Augmented Identity, provides a trusted environment enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space.

The Application Support Team Leader will oversee a team responsible for providing technical support and troubleshooting services for various software applications. The ideal candidate will have strong leadership skills and technical expertise to guide and motivate the team to meet performance goals

-Strong technical skills in software applications, operating systems, databases, and networks.
-Knowledge of various operating systems, especially Linux.
-Databases: Oracle, MSSQL Server and SQL queries
-Network fundamentals: TCP / IP, HTTP, Telnet, SSH
-Cryptography and Security basic knowledge
-Deployment architecture: Docker containers, Kubernetes
-Knowledge of cloud technologies, such as AWS, Azure, or Google Cloud.
-Experience with automation and scripting languages, such as PowerShell, Python or Bash.
-Familiarity with monitoring and analytics tools, such as Centreon, Grafana, Zabbix.
-Proven ability to research tough problems, track down and resolve network and other issues.
-Experience with IT service management frameworks such as ITIL.

-Lead and manage the Application Support team to ensure timely and effective resolution of issues and inquiries.
-Develop and maintain processes, procedures, and standards for the Application Support team.
-Ensure service level agreements (SLAs) are met and customer satisfaction is achieved using Jira.
-Collaborate with cross-functional teams to resolve complex technical issues and system outages.
-Monitor team performance metrics and provide regular feedback, mentoring and coaching to team members to improve their performance.
-Develop and deliver training to team members to improve their technical skills and knowledge.
-Manage resources and prioritize workloads to ensure that service requests are processed in a timely manner.
-Participate in project planning and execution as needed.
-Ensure compliance with all company policies, procedures, and standards.
-Foster a positive and collaborative team culture to promote employee engagement and retention.
-Effectively manage and motivate the team, as well as communicate with other departments and stakeholders
-Stay up-to-date with industry trends and emerging technologies, and make recommendations for implementing new technologies and processes.
-Communicate effectively with all levels of the organization, including presenting technical information to non-technical staff.
-Managing the day-to-day operations of the Application support department, including monitoring and troubleshooting issues, scheduling and coordinating maintenance and upgrades, and managing new projects.
-Continuously monitor and improve Application support operations by identifying and implementing process improvements.
-Responsible for addressing and resolving high-priority issues and problems, ensuring that they are resolved in a timely and efficient manner but also that the overall level of service provided to the Customers is maintained at a high level.
-To be effective as an escalation point of contact, an Application Support Team Leader should have a deep understanding of the Applications, systems (Linux) and infrastructure (containers, K8S), as well as strong problem-solving and analytical skills.
-Active communication with our customers.
-Review and Control work done by Application Support Team make sure deadlines and targets are met.
-Provides Application support team assistance, explores solutions to promptly resolve incidents and fulfill requests within the agreed SLA (Service Level Agreement).
-Efficient use of monitoring applications: Grafana, Zabbix, Centreon
-Be involved and keeping track of service-impacting issues.
-Define and regularly tracks key performance indicators (KPI) for the Application Support Team
-Develops and improves the onboarding plan to guarantee efficient induction and operational of new personnel to the team.
-Creates relevant documents, including solutions or workarounds to frequently encountered alerts.
-Actively participates in operations calls, improvement calls, and reviews related to Application support activities and projects.
-Collaborate with senior management to develop and implement IT strategies and initiatives.

Experience & background
-At least 5 years’ experience in Operations/ Application Support/ IT industry
-ITIL v3/v4 foundation certified or ITIL v3/v4 SO certified
-Experience in IT Hardware and Software/Application Technical Support, IT infrastructure and Operations.
-Experience in coordinating/lead people.