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Application Support Team Lead

1 month ago

Coventry, Coventry, United Kingdom Kapsch TrafficCom North America Full time
Job Title: L2 Application Support Leader

We are seeking a seasoned IT professional to lead our Application Support team. As a key member of our technical services team, you will be responsible for ensuring the delivery of high-quality support services to our customers.

Key Responsibilities:
  • Lead and develop the Application Support team, including alignment of activities, roles, and responsibilities across functions and departments.
  • Build long-term customer relationships and act as an escalation point to drive initiatives that increase customer satisfaction.
  • Create and maintain environments to ensure SLA and KPI fulfillment, including incident and problem management activities within the team and across the organization.
  • Drive Operational Excellence, compliance with ITIL standards, and ensure service documentation to contribute to overall continuous service improvements.
  • Contribute to project-specific tasks in a technical lead function.
  • Foster and contribute to close alignment and cooperation with Service Delivery Management.
  • Create and maintain good working relationships within internal departments, as well as with 3rd party vendors and external suppliers.
  • Take a vital lead role in the onboarding of new clients and creation of new services and operations models.
Requirements:
  • Higher education with an IT background.
  • Minimum of 5 years of experience in a leadership position, 10+ years in comparable IT service environments.
  • High customer and solution orientation, with a can-do attitude.
  • Experience with the management of state-of-the-art system environments and common vendors, including infrastructure services, delivery of IT applications, and related monitoring solutions.
  • ITIL v3/v4 certification is an asset.
  • Business fluent in English (both written and oral), excellent communication skills, and a team player.
  • Willingness to travel (up to 20%) and work in an international team.
  • Availability for oncalls.
Our Offer:
  • Permanent role.
  • Hybrid working model (at least 2 days per week at the office in Coventry).
  • Private medical care, life insurance, and pension plan.
  • Growth opportunities within our international structures (internal mobility, career coaching, and mentoring, etc.).

Please note that we do not provide sponsorship. Please do not apply unless you have unrestricted right to work in the UK.