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Application Support Team Lead

1 month ago

Coventry, Coventry, United Kingdom Kapsch TrafficCom North America Full time

We are seeking a seasoned Application Support Team Lead to join our team at Kapsch TrafficCom North America. As a key member of our IT organization, you will be responsible for leading our Application Support team, ensuring the delivery of high-quality services to our customers.

Key Responsibilities:

  • Lead the Application Support team, providing guidance and direction to ensure the successful delivery of IT services.
  • Build and maintain strong relationships with customers, acting as an escalation point and driving initiatives to increase customer satisfaction.
  • Create and maintain environments to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met, including incident and problem management activities.
  • Drive Operational Excellence, ensuring compliance with ITIL standards and contributing to continuous service improvements.
  • Contribute to project-specific tasks in a technical lead function.
  • Foster close alignment and cooperation with Service Delivery Management.
  • Develop and maintain good working relationships with internal departments, 3rd party vendors, and external suppliers.
  • Take a vital lead role in onboarding new clients and creating 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 managing 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.

What We 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).