Team Lead - L1 Application Support (Onsite, Islamabad, Remittance Salary)

Requirements:

• Bachelors or Masters degree in Computer Science, IT, or related field.
• 7+ years of experience in application or technical support, with at least 2-3 years in a leadership role
• Proven experience with ticketing tools (e.g. JIRA, Zendesk), SQL, REST APIs, log analysis, and documentation.
• Strong communication skills, customer empathy, and ability to manage across regions and time zones.
• Familiarity with cloud environments (AWS, GCP, Azure) and scripting (e.g. Python, Bash) is a plus.
• Exposure to monitoring tools like Datadog, Airflow, Jupyter.
• ITIL certification or experience with ITSM processes.
• Experience working in AI/ML-intensive SaaS or data-heavy platforms.

Responsibilities:

• Serve as the senior escalation point for the L1 Application Support team, ensuring timely resolution of high priority or escalated issues.
• Lead, mentor, and manage an L1 support team (minimum 5 staff), overseeing daily operations, scheduling shifts, and assigning case responsibilities.
• Oversee first-line support for complex data science applications, covering API integrations, model outputs, workflow errors, system configurations, and SQL-related issues.
• Own knowledge base development, ensuring consistent, accurate documentation and team training to minimize recurrence of known issues.
• Maintain SLA compliance across international time zones, ensuring structured escalations to L2/L3 engineering where required.
• Coordinate with global support teams to ensure 24/7 coverage; review handover across shifts and maintain continuity in support delivery.
• Monitor and report on support team performance metrics (e.g., ticket volume, resolution time, SLA breach rate); lead post-incident reviews and drive process improvements.
• Communicate with cross-functional stakeholders including clients, product, engineering, and operations to escalate issues, share trend insights, and manage client expectations.