[Hiring] Application Support Team Lead @Buddle

Role Description

We’re looking for an experienced Application Support Team Lead to lead and develop our client’s offshore support team, ensuring reliable 24/7 support for business-critical systems and a consistently high standard of service delivery. This is a hands-on leadership role that combines people management, technical guidance, and operational oversight.

• Lead Application Support Analysts, manage service performance against agreed SLAs, and work closely with UK-based teams and other stakeholders to resolve complex technical issues and maintain reliable customer services.
• Build a capable, self-sufficient team through coaching, performance management, knowledge sharing, and continuous improvement.
• Provide leadership during major incidents, strengthen support processes, and ensure effective communication and handovers across locations.

Qualifications

• Direct experience leading, managing, and developing application support, service desk, or technical operations teams.
• Experience managing offshore or geographically distributed teams, including coordinating work across locations and time zones.
• A strong technical support background, with experience supporting production systems across on-premises, cloud, and hybrid environments.
• Hands-on troubleshooting knowledge across Linux, AWS, SQL, web applications, and system logs.
• Experience leading or coordinating P1 incidents and major incidents, managing escalations, and maintaining service delivery within agreed SLAs.
• Experience with ITSM, RMM, and monitoring tools, along with a strong understanding of ITIL practices.
• The ability to analyze incident trends, identify recurring problems, and drive root cause analysis and long-term improvements.
• Strong communication and stakeholder management skills, with the ability to work effectively across technical teams, customers, and senior leadership.
• Excellent organizational and decision-making skills, with the ability to manage competing priorities and maintain service quality under pressure.
• A proactive approach to coaching, knowledge sharing, and building a team that can resolve issues independently while knowing when to escalate.
• Strong attention to detail, sound judgement, and a commitment to continuous improvement and customer satisfaction.

Requirements

• Coordinate workloads, shift coverage, recruitment, onboarding, training, and handovers to maintain consistent support delivery across locations and time zones.
• Ensure incidents and service requests are prioritised, investigated, and progressed within agreed SLAs.
• Monitor ticket quality, workloads, service risks, and overall team performance.
• Coordinate or support the resolution of P1 and other high-priority incidents, ensuring clear ownership, effective escalation, timely communication, and appropriate follow-up actions.
• Act as an escalation point for complex technical issues and guide the team through structured troubleshooting.
• Oversee monitoring, alerting, operational readiness, and support coverage.
• Review incident trends, identify opportunities to improve service quality and efficiency.
• Ensure incidents, investigations, and resolutions are properly documented.
• Build strong working relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders.
• Prepare the team to support new products and technologies.
• Maintain high standards of technical quality, customer service, governance, and alignment with the wider support organisation.

Benefits

• Health insurance
• Internet allowance
• KPI incentive program
• Fortnightly virtual happy hour
• Annual group offsites

Finer Details

• Schedule: 7am - 4pm PHT, Mon - Fri
• Start Date: TO BE AMENDED