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Application Support Team Lead

1 month ago

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

We are seeking a seasoned Application Support Lead to join our team and lead our application support team.

Key Responsibilities:

  • Lead and develop the application support team, ensuring alignment of activities, roles, and responsibilities across functions and departments.
  • Build long-term customer relationships, act as an escalation point, and drive initiatives to increase customer satisfaction within technical services.
  • Create and maintain environments to ensure SLA and KPI fulfillment, including incident and problem management activities in the team and across the organization.
  • Drive Operational Excellence, compliance with ITIL standards, ensure service documentation, and 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.
  • Experienced in 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, etc.).