Application Support Team Lead

• Lead and develop Application Support Analysts through day-to-day leadership, performance management, coaching, and development planning
• Coordinate offshore workloads, shift coverage, recruitment, onboarding, training, and handovers across locations and time zones
• Manage incidents and service requests within agreed SLAs
• Monitor ticket quality, workloads, service risks, and team performance
• Coordinate or support P1 and major incident resolution, including ownership, escalation, communication, and follow-up
• Provide technical guidance and escalation support across Linux, AWS, SQL, web applications, networking, and infrastructure
• Oversee monitoring, alerting, operational readiness, and support coverage to maintain system reliability
• Review incident trends and improve support processes, tooling, automation, and ITSM practices
• Maintain incident documentation, knowledge bases, troubleshooting guides, and operational procedures
• Build relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders
• Prepare the team to support new products and technologies
• Maintain technical quality, customer service, governance, and service excellence
• Suggest process improvements and perform other related duties assigned by the client

• Experienced technical support leader
• Direct experience leading, managing, and developing application support, service desk, or technical operations teams
• Experience managing offshore or geographically distributed teams across locations and time zones
• Strong technical support background supporting production systems across on-premises, cloud, and hybrid environments
• Hands-on troubleshooting knowledge across Linux, AWS, SQL, web applications, and system logs
• Experience leading or coordinating P1 and major incidents, managing escalations, and maintaining service delivery within agreed SLAs
• Experience with ITSM, RMM, and monitoring tools
• Strong understanding of ITIL practices
• Ability to analyze incident trends, identify recurring problems, drive root cause analysis, and implement long-term improvements
• Strong communication and stakeholder management skills
• Excellent organizational and decision-making skills
• Proactive approach to coaching, knowledge sharing, and team development
• Strong attention to detail, sound judgement, continuous improvement, and customer satisfaction
• Nice to have: experience establishing, transitioning, or scaling an offshore support operation
• Nice to have: experience supporting 24/7 services, high-availability production systems, or regulated or safety-critical environments
• Nice to have: knowledge of AWS production infrastructure, including containerized and virtualized applications
• Nice to have: strong networking knowledge, including protocols, monitoring tools, switches, routers, and firewalls
• Nice to have: experience in Problem Management, root cause analysis, post-incident reviews, and service transition
• Nice to have: experience working in rail technology or a comparable safety-critical industry

• Health insurance
• Internet allowance
• KPI incentive program
• Fortnightly virtual happy hour
• Annual group offsites