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TEAM LEAD

  • Full Time
  • First Shift (Day)
  • Experience: Fresh
  • Old Cairo, Egypt
  • 1 Vacancy

Job Summary

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.