Team Lead Support Real-Time Operations

About the Role:

We are seeking an experienced and dynamic Team Lead for Applications Support to join our organization. In this role, you will manage a team of 4-5 application support specialists, ensuring effective communication, impact assessment, functional analysis, and delivery follow-ups with offshore teams. While the technical resolution of incidents is managed by a separate team, your role will be to supervise these activities, establish best practices, and drive continuous improvement within the support function. Additionally, you will be responsible for staffing and maintaining a team of high-quality professionals who align with our organizational goals.

Key Responsibilities:

• Lead and Manage the Support Team: Supervise and mentor a team of 4-5 application support specialists, fostering a culture of high performance and collaboration.
• Staffing and Talent Management: Ensure the team is staffed with qualified professionals, oversee the hiring process, and retain top talent to maintain high performance and service quality.
• Coordinate Stakeholder Communication: Oversee the management of communication with internal and external stakeholders, ensuring clarity and transparency regarding incident status, change impact, and delivery timelines.
• Assess Impact of Changes: Ensure thorough assessment of the impact of proposed changes or incidents on applications, and communicate findings to stakeholders.
• Functional Analysis: Supervise the preparation of functional analyses for any changes or incidents, ensuring that documentation is thorough, accurate, and timely.
• Follow-up on Deliveries: Coordinate and monitor follow-ups with offshore teams to ensure timely and quality delivery of solutions and changes.
• Implement Best Practices: Develop and implement best practices, standard operating procedures, and guidelines for managing communication, analysis, and follow-ups.
• Reporting and Performance Metrics: Prepare and present reports on team activities, performance metrics, and process improvements to senior management.
• Project Leadership: Lead specific projects or initiatives to enhance support operations, including process improvements, team training, and tools optimization.
• Budget Management: Manage the team’s budget effectively, ensuring resources are utilized in alignment with organizational goals.

Exigences

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Business, or a related field.
• 5+ years of experience in applications support, with at least 2 years in a leadership or supervisory role.
• Proven experience in staffing, talent management, and team building.
• Strong experience in stakeholder management, communication, and coordination.
• Excellent understanding of ITIL processes and best practices.
• Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong leadership, communication, and interpersonal skills.
• Experience in creating and implementing best practices and standard operating procedures.
• Knowledge of support and ticketing tools (e.g., ServiceNow, Jira) is a plus.
• Strong analytical, organizational, and problem-solving skills.
• Experience in managing budgets and financial reporting.

Our offer

Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a competitive salary, you will receive the following benefits:

• the possibility to work remotely + flexible working hours;
• 35 days of leave;
• a company car + a public transport season ticket;
• a target bonus;
• a comprehensive insurance package (affiliation without own contribution, excl. outpatient costs for family members);
  • hospitalisation and dental care for the whole family;
  • outpatient costs (= medical costs separate from hospitalisation);
  • group insurance: supplementary pension, work disability and death (cafeteria plan);
  • accidents at work (extralegal);
• meal vouchers and eco-vouchers;
• net allowances for remote working and carwash + internet budget.