Application Support Team Lead

Job Profile:

The Global Application Support Team Leader plays a critical role in leading a team of Level 1 and Level 2 application support analysts across multiple locations. The team leader is responsible for managing team operations, providing technical oversight, ensuring efficient service delivery, and acting as an escalation point for complex technical issues. This role focuses on enhancing IT and application support efficiency, driving automation, and maintaining strong relationships with key stakeholders across the organization.

Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.  

The Global Application Support Team Leader will work closely with IT Technicians, Developers, IT Infrastructure Specialists, Product Managers, and Senior IT Management. This position emphasizes leadership, problem-solving, and technical skills while adhering to ITIL principles in a fast-paced, global IT environment.

Team Leadership & Management:

• Supervise, coach, and develop a global team of application support analysts, ensuring that both proactive and reactive technical support is provided.
• Manage team schedules, including rotas, on-call, weekend, and holiday coverage.
• Oversee onboarding and offboarding of new team members and ensure a seamless transition.
• Serve as the main escalation point for Level 1 & 2 support issues, collaborating with Level 3 support when necessary.
• Lead weekly team warm up calls and contribute with the Priority meetings to ensure effective ticket prioritization.

Application Support & Troubleshooting:

• Ensure smooth operation of proprietary and third-party applications by providing advanced technical troubleshooting, issue resolution, and root cause analysis.
• Monitor and optimize application performance, proactively identifying potential issues before they impact business operations.
• Collaborate with development and infrastructure teams on resolving complex technical problems while minimizing operational disruptions.
• Lead and engage in problem resolution, managing incidents and coordinating cross-functional teams during critical problem situations.
• Develop and validate knowledge base articles (KBs) to capture lessons learned and promote best practices in incident management.

Process Improvement & Automation:

• Continuously review and refine application support procedures to improve team efficiency and reduce recurring incidents.
• Identify repeatable and recurring tasks or incidents with a focus on opportunities for automation.
• Partner with development teams to enhance system reliability through automation and scripting of routine tasks.
• Contribute to strategic projects that enhance scalability and process improvements within the global support team.

Incident Management & Reporting:

• Take ownership of major incidents, coordinating communication with senior IT and business management to ensure stakeholders are well-informed.
• Actively participate as a member of the IT Service Management board, contributing to continuous improvement initiatives and process optimization.
• Ensure timely closure of support tickets, driving adherence to SLA targets and maintaining quality service standards.
• Analyze support trends and provide recommendations for reducing backlogs, improving ticket resolution times, and preventing future issues.

• 5+ years in Application Support, System Analyst, Development or QA roles, especially in environments requiring rigorous problem-solving and issue resolution.
• Bachelor’s degree in computer science, information technology, or a related field is required. ITIL 4 foundation certification preferred.
• Experience with scripting languages (e.g., Python, PowerShell), SQL, and application diagnostic tools.
• Practical experience in setting up and managing automation tools (e.g., RPA tools like UiPath, BluePrism, Pipefy) and testing frameworks (e.g., Cucumber/Selenium).
• Proficient with cloud platforms (AWS, Azure) and monitoring systems (Datadog, Grafana, Kibana).
• Extensive support experience with web applications and database management systems (Oracle, SQL Server, MySQL).
• Proficiency in Incident and Problem Management.
• Extensive experience in Ticketing Management systems to efficiently handle and prioritize support tickets and user inquiries.