Application Support - Team Leader

In this role, you will serve as Team Leader for the entire service, with a strong operational focus on the subservice related to financial reimbursements. You will provide guidance and support to team members across all areas, while also ensuring smooth daily operations through active involvement in technical and functional support.

This position offers a valuable opportunity to take on leadership responsibilities while staying engaged in hands-on support and analysis work.

Key Responsibilities:

• Maintain regular communication with stakeholders, escalating complex issues when necessary
• Support coordination across the three subservices, in collaboration with the Service Delivery Manager
• Ensure consistency in incident management and documentation across the team
• Guide team members in problem-solving, ensuring solutions are well-documented and shared
• Contribute to onboarding and training of new colleagues, fostering a collaborative and supportive team environment
• Act as the main point of coordination for the financial reimbursements subservice, ensuring alignment with client expectations and operational continuity
• Deliver second-line support for financial reimbursement applications, including handling user queries, investigating incidents, and performing functional analysis
• Process incidents, service requests, and follow-up actions using internal ticketing tools such as ServiceNow

Required Skills & Experience

• Strong organizational and coordination skills – to effectively manage team priorities, delegate tasks, and ensure timely delivery of services.
• Excellent communication and interpersonal abilities – to facilitate collaboration within the team and maintain clear interactions with stakeholders.
• Proactive problem-solving and decision-making – to address challenges efficiently and guide the team through complex or high-pressure situations.
• Familiarity with ticketing systems like ServiceNow
• Experience in ITIL-based environments (incident and problem management)
• At least one year of experience in support team coordination
• At least 3 years of hands-on experience with SQL and PL/SQL
• Proficiency in Oracle SQL Developer
• Strong command of English, both spoken and written
• Comfortable working in a multicultural, international context
• Capable of working independently and managing priorities in a dynamic environment

Assets (Nice to Have)

• Oracle certification (Database or Application Support)
• Experience with Unix/Linux environments
• Familiarity with XML
• Understanding of web APIs and tools like Postman