TEAM LEAD

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

Role Description

We are seeking a highly motivated and experienced Application Support Team Lead to join our growing IT team. You will be responsible for leading a team of Application Support Engineers in providing exceptional technical support for a variety of applications. You will troubleshoot and resolve complex application issues, mentor, and develop your team, and ensure efficient and effective application support operations. This role requires a strong understanding of ITIL principles, the ability to apply them to manage a support team, and proven leadership skills.

What You’ll Be Doing

Core Responsibilities

•    Lead and manage a team of Application Support Analysts, fostering a collaborative and high-performing team environment. 
•    Develop and implement strategies and processes to optimize application support operations, adhering to ITIL service management principles.
•    Oversee daily support activities, including issue resolution, escalation procedures, and knowledge base management.
•    Track and analyze support metrics to identify trends and areas for improvement.
•    Collaborate with developers and other IT teams to resolve complex application issues and implement solutions.
•    Develop and maintain documentation for team processes and procedures.
•    Manage team workload and ensure timely resolution of support tickets.
•    Conduct performance reviews and provide feedback to team members.
•    Participate in IT project planning and implementation activities related to application support.
•    Stay up to date on industry best practices and emerging technologies related to application support.
•    Troubleshoot and diagnose application issues using established procedures. 
•    Contribute to continuous improvement initiatives within the Application Support team.

Experience, Qualification and Skills

•    Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
•    Minimum 7 years of experience in application support or a similar technical role.
•    Proven experience in leading and managing a technical support team.
•    Strong understanding of ITIL principles and their application to service management (ITIL Foundation certification required).
•    Experience with specific ITIL processes (e.g., Incident Management, Problem Management, Service Level Management) a plus.
•    Excellent analytical and problem-solving skills.
•    Strong communication, interpersonal, and leadership skills.
•    Ability to delegate tasks effectively and prioritize workload.
•    Ability to coach and mentor junior team members.
•    Experience with a ticketing system (e.g., ServiceNow, Jira) a plus.
•    Proven experience troubleshooting and resolving application issues.
•    Experience with setting up and using Application Monitoring tools (Prometheus Stack, Dynatrace, Datadog, ...) 
•    Experience with scripting languages (PowerShell, Bash) is required.
•    Strong understanding of networking concepts and protocols (TCP/IP, DNS, etc.) a plus.
•    Experience with OS Administration (Linux or Windows).
•    Experience with Containerization technologies (Docker, Docker Swarm, Kubernetes).
•    Experience with other scripting languages (e.g., Python, Perl, …) a plus.
•    Experience with Database technologies is preferred.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.