Lead Application Support Engineer - Gurgaon @ Cvent

What You Will Be Doing:

• Lead a team of 3-6 application support engineers.

• Coach, mentor, motivate, provide/ take regular feedback to/ from team members.

• Ensure smooth day to day operations and optimum resource utilization.

• Interfacing regularly with stakeholders in Customer Service, Accounting, Marketing, acting as an escalation point.

• Monitor, identify impact, prioritize, troubleshoot technical issues/defects and liaise with Developers, Testers, DBAs and Business Analysts.

• Improve application support processes, services, standards, based on best practices and industry standards.

• Establish benchmarks and report on Metrics, for team s productivity and efficiency.

• Assist in future recruiting efforts for application support.

What you will need for this position:

• Bachelors and/or master s degree in Computer Science or equivalent experience.

• 5+ years in a product development company, preferably in Software support environment.

• At least 1 year of team lead experience in a global software product development organization.

• Prior hands-on experience in troubleshooting production issues for multi-tenant, highly scalable polyglot persistent web based applications

• Prior hands-on experience working through the design, development and release cycle delivering software to market.

• Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders.

• Must be organized, detail-oriented, and possess the ability to multi-task in a dynamic, fast-changing entrepreneurial environment

• Strong customer service orientation along with the ability to build relationships across departments.