Mid L2 Application Management Lead

Roles and Responsibilities:
1. Lead a team of L2 Application Management support2. Receive, triage and dispatch tickets to the technical team
3. Escalate tickets to L3 as necessary
4. Ensure that the team achieves its SLAs and KPIs
5. Work on tickets as a last resort
6. Ensure the teams compliance to all work policies and processes
7. Identify process improvements. Generate work efficiencies.
8. Supervise the teams evolving skill set
9. Produce reports and present the team output with the delivery manager and with the client
10. Attend meetings and represent the team stakeholders