Tier 1 Application Support Team Lead - Banking

Job Summary:

The Tier 1 Application Support Team Lead oversees a team responsible for frontline support of banking applications. In this role, you’ll manage incident handling, coordinate with escalation teams, and ensure customer-impacting issues are resolved quickly and effectively. The role combines hands-on troubleshooting, leadership, and incident coordination.

🔹 Key Responsibilities:

🧑‍💼 Team Leadership & Coordination

• Supervise Tier 1 analysts to ensure proper shift coverage and ticket ownership.
• Assign and prioritize support tasks to align with SLA and business priorities.
• Mentor and develop team members with ongoing coaching and feedback.

🛠️ Application Support Operations

• Oversee first-level troubleshooting for core banking applications (e.g., Mobile Banking, Internet Banking, CRM, UPI).
• Assist team in resolving common issues: login failures, app crashes, session timeouts, payment errors, etc.
• Provide technical guidance and ensure quality in ticket resolution.

🚨 Incident Management

• Act as the first point of contact for incidents, ensuring they are logged, categorized, and prioritized correctly.
• Coordinate the response to high-impact or major incidents, including team notification, interim fixes, and communication updates.
• Ensure incident status updates are provided to stakeholders until resolution or escalation.
• Document incident timelines and assist with post-incident reviews or root cause summaries.
• Monitor ticket queues and alert back-end teams for recurring patterns or emerging issues.

🧾 Ticketing & Reporting

• Maintain high-quality records in the ticketing system (e.g., ServiceNow, Jira).
• Track and report on ticket metrics: SLA compliance, incident response times, first contact resolution (FCR).
• Recommend improvements based on recurring issue trends.

📚 Knowledge & Documentation

• Maintain team SOPs and troubleshooting guides for known issues.
• Review and update knowledge base articles regularly.
• Train new team members and ensure uniform standards across the team.