Application Support Lead

We are seeking a highly analytical and technically minded Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. This role requires a hands-on leader who can investigate complex issues, drive root cause analysis, mentor support engineers, and work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery.

The ideal candidate is naturally curious, comfortable working with data and databases, capable of understanding application architecture and code behavior, and passionate about leveraging new technologies, including AI, to improve support processes and operational efficiency.

This is a leadership position requiring strong technical troubleshooting skills combined with excellent communication and stakeholder management abilities., * Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.

• Experience leading, mentoring, or managing support teams.
• Exceptional analytical and problem-solving skills.
• Strong database knowledge and ability to write and troubleshoot SQL queries.
• Experience investigating complex application issues and performing root cause analysis.

• Excellent written and verbal communication skills.

• Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, operational dashboards, and reporting.

• Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
• Strong understanding of incident, problem, and service management practices, including the creation, maintenance, and continuous improvement of knowledge articles, troubleshooting documentation, and support processes.
• Ability to read and understand application code, logs, and technical documentation without being a software developer.

Preferred/Non-Mandatory Qualifications

• Experience using Excel for analysis and troubleshooting.
• Familiarity with finance concepts and financial models.
• Experience supporting enterprise SaaS, fintech, or business-critical applications.
• Exposure to monitoring, observability, and application performance management tools.
• Experience evaluating or utilizing AI tools and technologies to improve support operations and team productivity.
• Passion for learning new technologies and driving innovation within support teams.

What Working at Hexaware offers: Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.