Application Support Team Lead

Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain a competitive advantage as we grow, we are currently looking for a new Application Support Team Lead

Job purpose:

The Application Support Team Lead is responsible for managing the daily operations of application support services, ensuring high availability, performance, and reliability of business-critical applications. This role leads a team of support engineers, oversees incident resolution, drives root cause analysis, and ensures SLA compliance in a 24/7 operational environment.

The position acts as the primary escalation point between business stakeholders, development teams, infrastructure, and operations to ensure seamless service delivery

Responsibilities:

Leadership & Team Management

• Lead and mentor Application support staff.
• Allocate tasks, manage workload, and track performance KPIs.
• Conduct technical reviews and ensure best practices are followed.
• Provide escalation support for critical network incidents.

Operations & Infrastructure

• Investigate and resolve application incidents within agreed SLAs
• Perform root cause analysis (RCA) for recurring issues
• Escalate critical issues to relevant teams
• Maintain incident documentation and knowledge base
• Monitor production applications and ensure maximum uptime
• Track system performance, response times, and error rates
• Proactively identify potential issues before they impact users
• Ensure SLAs are consistently met

Qualifications:

• 7+ Years of experience, with minimum 2 years as a lead
• Bachelor's degree in IT or engineering
• Experience with SQL and database queries
• Familiarity with monitoring tools (e.g., Grafana, Zabbix, SolarWinds)
• Understanding of ITIL framework (Incident, Problem, Change Management)
• knowledge of Windows/Linux servers
• Strong troubleshooting and analytical skills
• SQL querying and database troubleshooting
• Log analysis
• API monitoring
• Basic scripting (PowerShell / Bash preferred)
• Understanding of networking fundamentals

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient If we fail, we bounce back stronger than before.

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.