The Team Leader in Application Support will lead a team of 8–12 Support Analysts responsible for resolving complex application issues, ensuring service continuity, and maintaining high standards of customer satisfaction. This role is central to Aryza’s ITSM-aligned support structure and requires strong leadership, technical expertise, and a commitment to continuous improvement.
As a visible ambassador of Aryza, the Team Leader is expected to live and lead by example, embodying the company’s purpose, values, and mindset in every interaction—with the team, stakeholders, and customers.
Application Support Team Leader
Ebene, Mauritius
Full-time
Permanent employee
Job Description
Your contribution
Team Leadership & People Management
▪ Lead, coach, and inspire a team of 8–12 Application Support Analysts.
▪ Foster a high-performance culture focused on accountability, collaboration, and customer-centricity.
▪ Conduct regular 1-2-1s, team meetings, and performance reviews to support individual and team development.
▪ Identify training needs and facilitate upskilling in technical, soft skills and ITSM competencies.
▪ Manage team schedules, shift rotations, and resource allocation to ensure business coverage and SLA adherence.
▪ Manage team capacity and utilisation to ensure productivity targets are met.
▪ Promote a positive and inclusive team environment that encourages innovation and ownership.
Team Performance Metrics
▪ Monitor and report on key performance indicators, including:
- Productivity and utilisation
- Incident Resolution Time
- First Response Rate
- Customer Satisfaction (CSAT) Scores
- Knowledge Base Contribution Rate (new and existing SOPs and guides)
- Document RCAs for all incidents in the ITSM tool
- Adherence to SLAs and OLAs
- Incident Reduction Rate
▪ Use metrics to drive continuous improvement and recognise high performance.
Operational Excellence & Technical Oversight
▪ Oversee the resolution of escalated incidents, problems, and service requests related to Aryza’s applications.
▪ Ensure timely and accurate troubleshooting using tools such as SQL, APIs, and log analysis.
▪ Collaborate with Development, QA, Implementation teams and the Problem Manager to drive root cause analysis and permanent fixes.
▪ Maintain high standards of documentation and ensure knowledge base articles are regularly updated.
ITSM Process Alignment
▪ Champion ITIL: Aligned practices across the team:
▪ Incident Management: Ensure prompt resolution and escalation of incidents.
▪ Problem Management: Lead investigations into recurring issues and implement preventive measures.
▪ Change Management: Support change planning, risk assessment, and post-change evaluations.
▪ Knowledge Management: Drive the creation and maintenance of support documentation.
Service Delivery & Reporting
▪ Monitor team performance against SLAs, KPIs, Productivity, Utilisation and customer satisfaction metrics.
▪ Provide regular reports and insights to the Service Delivery Manager and senior stakeholders.
▪ Participate in customer service reviews and contribute to continuous improvement initiatives to ensure customer churn is reduced.
Cadence Meetings & Team Communication
▪ Daily Huddles – Quick stand-up meetings to review priorities, blockers, and progress.
▪ Weekly Team Meetings – Structured sessions to discuss performance metrics, updates, and team feedback.
▪ Monthly Operational Reviews – Deep dives into service performance, incident trends, and improvement initiatives.
▪ 1-2-1 Meetings – Regular check-ins with individual team members to support development and address concerns.
▪ Cross-Functional Collaboration – Coordination meetings with Product Development, Implementation, and Delivery teams to ensure alignment and collaboration.
▪ Act as a key point of contact for internal and external stakeholders regarding application support.
▪ Support onboarding and training of new clients or users on Aryza platforms.
▪ Communicate complex technical issues clearly to non-technical audiences.
▪ Lead, coach, and inspire a team of 8–12 Application Support Analysts.
▪ Foster a high-performance culture focused on accountability, collaboration, and customer-centricity.
▪ Conduct regular 1-2-1s, team meetings, and performance reviews to support individual and team development.
▪ Identify training needs and facilitate upskilling in technical, soft skills and ITSM competencies.
▪ Manage team schedules, shift rotations, and resource allocation to ensure business coverage and SLA adherence.
▪ Manage team capacity and utilisation to ensure productivity targets are met.
▪ Promote a positive and inclusive team environment that encourages innovation and ownership.
Team Performance Metrics
▪ Monitor and report on key performance indicators, including:
- Productivity and utilisation
- Incident Resolution Time
- First Response Rate
- Customer Satisfaction (CSAT) Scores
- Knowledge Base Contribution Rate (new and existing SOPs and guides)
- Document RCAs for all incidents in the ITSM tool
- Adherence to SLAs and OLAs
- Incident Reduction Rate
▪ Use metrics to drive continuous improvement and recognise high performance.
Operational Excellence & Technical Oversight
▪ Oversee the resolution of escalated incidents, problems, and service requests related to Aryza’s applications.
▪ Ensure timely and accurate troubleshooting using tools such as SQL, APIs, and log analysis.
▪ Collaborate with Development, QA, Implementation teams and the Problem Manager to drive root cause analysis and permanent fixes.
▪ Maintain high standards of documentation and ensure knowledge base articles are regularly updated.
ITSM Process Alignment
▪ Champion ITIL: Aligned practices across the team:
▪ Incident Management: Ensure prompt resolution and escalation of incidents.
▪ Problem Management: Lead investigations into recurring issues and implement preventive measures.
▪ Change Management: Support change planning, risk assessment, and post-change evaluations.
▪ Knowledge Management: Drive the creation and maintenance of support documentation.
Service Delivery & Reporting
▪ Monitor team performance against SLAs, KPIs, Productivity, Utilisation and customer satisfaction metrics.
▪ Provide regular reports and insights to the Service Delivery Manager and senior stakeholders.
▪ Participate in customer service reviews and contribute to continuous improvement initiatives to ensure customer churn is reduced.
Cadence Meetings & Team Communication
▪ Daily Huddles – Quick stand-up meetings to review priorities, blockers, and progress.
▪ Weekly Team Meetings – Structured sessions to discuss performance metrics, updates, and team feedback.
▪ Monthly Operational Reviews – Deep dives into service performance, incident trends, and improvement initiatives.
▪ 1-2-1 Meetings – Regular check-ins with individual team members to support development and address concerns.
▪ Cross-Functional Collaboration – Coordination meetings with Product Development, Implementation, and Delivery teams to ensure alignment and collaboration.
▪ Act as a key point of contact for internal and external stakeholders regarding application support.
▪ Support onboarding and training of new clients or users on Aryza platforms.
▪ Communicate complex technical issues clearly to non-technical audiences.
What makes you stand out
Leadership Expectations
As a Team Leader, you are expected to:
▪ Be an ambassador of Aryza, representing the company’s values in every interaction.
▪ Lead by example, demonstrating integrity, empathy, and a commitment to excellence.
▪ Lead and support change management and transformation programmes.
▪ Be the role model of the Aryza mindset and behaviours.
▪ Inspire trust and confidence within your team and across the organisation
As a Team Leader, you are expected to:
▪ Be an ambassador of Aryza, representing the company’s values in every interaction.
▪ Lead by example, demonstrating integrity, empathy, and a commitment to excellence.
▪ Lead and support change management and transformation programmes.
▪ Be the role model of the Aryza mindset and behaviours.
▪ Inspire trust and confidence within your team and across the organisation