Team Lead – Application Management Retailer (m/f/d)

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Team Lead – Application Management Retailer (m/f/d)


  • You lead a team of 6-10 members with different cultural and educational backgrounds and are responsible for recruiting, career development and continuous feedback
  • You enable Tradebyte’s Application Management Team for Retailer Business to effectively manage 2nd level support for incoming incidents and problems
  • You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL)
  • You set up and maintain an effective and scalable team that provides 2nd level support, monitoring and alerting, out of hours support and internal training
  • You create and maintain organisational processes, structures and tools that facilitate effective workflows and key operational metrics which you report
  • You support the team with major incident cases
  • You act as an ally to the business and product units by constantly collecting and aggregating feedback about recurring customer issue


  • You have previously led a technical or customer support team 
  • You bring relevant work experience in application management, software operations and customer care, preferably in 2nd level technical support. Experience with 1st level customer-facing support processes is a plus
  • You are process driven and take ownership for driving continuous improvement
  • You are experienced in designing, operating, and continuously improving application management and support processes (SaaS software, enterprise IT or other)
  • You are familiar with key operational metrics and actively use them to manage your team
  • You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems and transfer mechanisms)
  • Your empathy allows you to understand and consider the motivation and context of team members’ and stakeholders’ actions
  • You act cool-headed in difficult or stressful situations, communicate to the point and get internal and external stakeholders aligned quickly



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