Application Support Team Lead

2 semanas atrás

Brasília, Brasil Vista Global Tempo inteiro

Job Profile:
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.

Your Responsibilities:
The Global Application Support Team Leader will work closely with IT Technicians, Developers, IT Infrastructure Specialists, Product Managers, and Senior IT Management. This position emphasizes leadership, problem-solving, and technical skills while adhering to ITIL principles in a fast-paced, global IT environment.

**Team Leadership & Management**:

- Manage team schedules, including rotas, on-call, weekend, and holiday coverage.
- Oversee onboarding and offboarding of new team members and ensure a seamless transition.
- Serve as the main escalation point for Level 1 & 2 support issues, collaborating with Level 3 support when necessary.
- Lead weekly team warm up calls and contribute with the Priority meetings to ensure effective ticket prioritization.

**Application Support & Troubleshooting**:

- Collaborate with development and infrastructure teams on resolving complex technical problems while minimizing operational disruptions.
- Lead and engage in problem resolution, managing incidents and coordinating cross-functional teams during critical problem situations.
- Develop and validate knowledge base articles (KBs) to capture lessons learned and promote best practices in incident management.

**Process Improvement & Automation**:

- Identify repeatable and recurring tasks or incidents with a focus on opportunities for automation.
- Partner with development teams to enhance system reliability through automation and scripting of routine tasks.
- Contribute to strategic projects that enhance scalability and process improvements within the global support team.

**Incident Management & Reporting**:

- Take ownership of major incidents, coordinating communication with senior IT and business management to ensure stakeholders are well-informed.
- Actively participate as a member of the IT Service Management board, contributing to continuous improvement initiatives and process optimization.
- Ensure timely closure of support tickets, driving adherence to SLA targets and maintaining quality service standards.
- Analyze support trends and provide recommendations for reducing backlogs, improving ticket resolution times, and preventing future issues.

Required Skills, Qualifications, and Experience:

- 5+ years in Application Support, System Analyst, Development or QA roles, especially in environments requiring rigorous problem-solving and issue resolution.
- Bachelor’s degree in computer science, information technology, or a related field is required. ITIL 4 foundation certification preferred.
- Practical experience in setting up and managing automation tools (e.g., RPA tools like UiPath, BluePrism, Pipefy) and testing frameworks (e.g., Cucumber/Selenium).
- Proficient with cloud platforms (AWS, Azure) and monitoring systems (Datadog, Grafana, Kibana).
- Proficiency in Incident and Problem Management.
- Extensive experience in Ticketing Management systems to efficiently handle and prioritize support tickets and user inquiries.

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