Application Support Team Lead

About the Role
We’re looking for an experienced Application Support Team Lead to lead and develop our client’s offshore support team, ensuring reliable 24/7 support for business-critical systems and a consistently high standard of service delivery.

This is a hands-on leadership role that combines people management, technical guidance, and operational oversight. You’ll lead Application Support Analysts, manage service performance against agreed SLAs, and work closely with UK-based teams and other stakeholders to resolve complex technical issues and maintain reliable customer services.

You’ll play an important role in building a capable, self-sufficient team through coaching, performance management, knowledge sharing, and continuous improvement. You’ll also provide leadership during major i ---------- , strengthen support processes, and ensure effective communication and handovers across locations.

The ideal candidate is a confident and collaborative leader with a strong technical support background, sound judgement under pressure, and the ability to balance team development with operational priorities.

Key Responsibilities:
Lead and develop the team: Provide day-to-day leadership to Application Support Analysts, set clear expectations, manage performance, identify development needs, and foster a collaborative, accountable, and customer-focused team.
Manage offshore operations: Coordinate workloads, shift coverage, recruitment, onboarding, training, and handovers to maintain consistent support delivery across locations and time zones.
Oversee service delivery: Ensure i ---------- and service requests are prioritised, investigated, and progressed within agreed SLAs. Monitor ticket quality, workloads, service risks, and overall team performance.
Lead major i ---------- responses: Coordinate or support the resolution of P1 and other high-priority i ---------- , ensuring clear ownership, effective escalation, timely communication, and appropriate follow-up actions.
Provide technical guidance: Act as an escalation point for complex technical issues and guide the team through structured troubleshooting across Linux, AWS, SQL, web applications, networking, and infrastructure.
Maintain system reliability: Oversee monitoring, alerting, operational readiness, and support coverage. Identify gaps and recurring issues that could affect service availability and recommend preventative action.
Drive continuous improvement: Review i ---------- trends, identify opportunities to improve service quality and efficiency, and work with other teams to strengthen support processes, tooling, automation, and ITSM practices.
Maintain documentation and knowledge sharing: Ensure i ---------- , investigations, and resolutions are properly documented. Keep knowledge bases, troubleshooting guides, and operational procedures up to date, and share lessons learned across the team.
Manage customer and stakeholder relationships: Build strong working relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders. Provide clear updates, manage expectations, and communicate service risks effectively.
Support new technologies and services: Prepare the team to support new products and technologies, ensuring the right documentation, access, training, and escalation procedures are in place.
Promote accountability and service excellence: Maintain high standards of technical quality, customer service, governance, and alignment with the wider support organisation.

Other Responsibilities:
Make necessary process suggestions and improvements which can help the team.
Contributes to team effort by accomplishing related results as needed.
Perform other related tasks and duties that may be assigned by the client later on.

About You
You’re an experienced technical support leader who can develop people, manage service delivery, and provide sound technical direction in a business-critical environment. You’re comfortable making decisions under pressure, coordinating complex i ---------- , and working with stakeholders across different teams, locations, and time zones.

You’ll ideally bring:
Direct experience leading, managing, and developing application support, service desk, or technical operations teams.
Experience managing offshore or geographically distributed teams, including coordinating work across locations and time zones.
A strong technical support background, with experience 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 (i ---------- typically means a critical issue causing a major business impact that requires immediate attention) and major i ---------- , managing escalations, and maintaining service delivery within agreed SLAs.
Experience with ITSM, RMM, and monitoring tools, along with a strong understanding of ITIL practices.
The ability to analyze i ---------- trends, identify recurring problems, and drive root cause analysis and long-term improvements.
Strong communication and stakeholder management skills, with the ability to work effectively across technical teams, customers, and senior leadership.
Excellent organizational and decision-making skills, with the ability to manage competing priorities and maintain service quality under pressure.
A proactive approach to coaching, knowledge sharing, and building a team that can resolve issues independently while knowing when to escalate.
Strong attention to detail, sound judgement, and a commitment to continuous improvement and customer satisfaction.
Nice to Have

Experience establishing, transitioning, or scaling an offshore support operation.
Experience supporting 24/7 services, high-availability production systems, or regulated or safety-critical environments.
Knowledge of AWS production infrastructure, including containerized and virtualized applications.
Strong networking knowledge, including protocols, monitoring tools, switches, routers, and firewalls.
Experience in Problem Management, root cause analysis, post-i ---------- reviews, and service transition.
Experience working in rail technology or a comparable safety-critical industry.

Benefits Included

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

Finer Details
Schedule: 7am - 4pm PHT, Mon - Fri
Start Date:
TO BE AMENDED