JOB DESCRIPTION

Application Lead

Responsibility:

• Stakeholder Management Communication with Business users related to resolving queries obtain clarifications and providing updates.

• Setup Business bridge calls to update status of Critical incidents,Outages.

• Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.

• Service Management.

• Responsible for the project tasks assigned.

• Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure.

• Manage queue effectively and allocate tasks to the team based on an allocation plan.

• Service Tracking.

• Ensure assigned tasks are completed within targets set (the tasks include incidents service requests identified problems Operational changes enhancements etc).

• Conduct peer reviews and ensure quality of deliverables.

• Service Execution.

• Comply to defined process during task execution (including problem management KEDB management etc).

• Knowledge Management.

• Contribute and participate proactively in knowledge sharing sessions.

• Provide complete KT to support teams before any production release.

• People Management.

• Manage and mentor the mentees (team).

• Provide inputs for development of learning plan for the team.

• Act as a buddy for new hires.

• Shares recommendation towards Performance management and recognition of team members.

• Contribution to Org Initiatives.

• Adhere to Organization policies and procedures.

• Participate in project and organization initiatives led by the Delivery leadership.

• Contribute new ideas and innovative approaches at work including CSI themes.

• Collate data and provide inputs for reporting requirements.

• Business Development and Customer Relationship Management.

• Participate in customer meetings and provide project updates.

• Account Operations.

• Perform task estimation,guide the service analyst on estimation.

• Co ordinate shift operations and logistics.

• Audit.

• Participate in audits as necessary.