Application Support Lead

**Responsibilities**:- Coordinating with the development team to resolve any outstanding issues.- Develop and maintain service level agreements (SLAs), operational level agreements (OLAs), and performance metrics to measure and report on service performance.- Managing and prioritizing multiple tasks and projects under tight deadlines.**Operational**:- Enforce ITIL Practices, ensure team following the standard processes.- Capability to handle business complaints/ queries, coordinate and work well with the team to manage effectively**Strategic**:- Strategic thinking in resolving escalations/ challenges encountered by internal team and vendors**Governance**:- Ensure managed service partner abide the correct process (access, deployment, testing)- Weekly/ Monthly review to ensure team works towards the expected KPI on resolving issues or requests