Senior Team Leader
Current• Investigate and resolve technical issues reported by end-users or detected through monitoring tools. This may involve analyzing log files, debugging code, and working with various stakeholders to identify the root cause of problems.• Provide assistance and support to end-users/customers, either through direct interaction (e.g., email, chat, phone) or by managing support tickets. Maintain a customer-centric approach to ensure user satisfaction and problem resolution.• Monitor the performance and health of applications to proactively identify potential issues and prevent downtime. Set up and configure monitoring tools to track key performance metrics.• Handle and prioritize incidents based on severity levels. Follow established procedures for incident management, escalation, and resolution, and keep stakeholders informed about progress.• Work closely with software development teams to report and resolve complex issues, provide feedback on application performance, and suggest improvements.• Participate in application testing to ensure that new releases or updates are error-free and do not negatively impact the user experience.• Assist in the deployment of new application releases and coordinate release schedules to minimize potential disruptions.• Follow change management processes to assess the impact of changes and ensure smooth transitions between application versions.• Train and educate end-users or other support staff on using applications effectively and efficiently.• Performance Optimization: Identify opportunities for performance improvements and work with development teams to implement optimizations.
