Application Support Team Leader

About the role

The Team Leader in Application Support will lead a team of 8–12 Support Analysts responsible for resolving complex application issues, ensuring service continuity, and maintaining high standards of customer satisfaction. This role is central to Aryza’s ITSM‑aligned support structure and requires strong leadership, technical expertise, and a commitment to continuous improvement.

Key responsibilities

• Lead, coach and inspire a team of 8–12 Application Support Analysts, conducting 1‑2‑1s, performance reviews and ensuring appropriate training and shift coverage.
• Monitor and report on KPIs such as productivity, utilisation, incident resolution time, first‑response rate, CSAT and SLA adherence, using the data to drive continuous improvement.
• Oversee the resolution of escalated incidents, problems and service requests, applying troubleshooting tools such as SQL, APIs and log analysis.
• Collaborate with Development, QA, Implementation and Problem Management teams to perform root‑cause analysis and implement permanent fixes.
• Champion ITIL‑aligned processes across Incident, Problem, Change and Knowledge Management, ensuring accurate documentation in the ITSM tool.

Required profile

• Demonstrates Aryza’s values, acting as an ambassador and leading by example with integrity, empathy and a commitment to excellence.
• Inspires trust and confidence within the team and across the organisation, fostering a high‑performance, inclusive culture.
• Supports change‑management and transformation programmes, driving continuous improvement.

Required skills

• SQL for data querying and troubleshooting.
• Working knowledge of APIs and log analysis.
• Familiarity with ITIL/ITSM processes and tools.