Business Support Lead

Description

Job Summary: Lead end-to-end management of business application incidents, ensuring timely resolution and effective escalation, coordinating with Technical Debt teams and driving AI adoption. Key Highlights: 1. Lead end-to-end management of business application incidents 2. Drive AI and automation to optimize operations 3. Develop and lead a senior support team `We are Talent Advisory, and on behalf of our insurance client, we are seeking a **Business Support Lead** **Purpose:** Lead end-to-end management of business application incidents, serving as the primary point of contact for users and ensuring timely resolution via workarounds (APIs and database scripts) and effective escalation to development squads when the team cannot resolve issues initially. This role coordinates with the Technical Debt team to sustainably reduce incident volume and leads a senior support team leveraging AI and automation to reduce operational load. **Key Responsibilities:** 1. Lead end-to-end management of business application incidents: serve as the user point of contact and ensure resolution via workarounds (APIs, database scripts) or effective escalation to development squads. 2. Coordinate with the Technical Debt team on initiatives to reduce incident recurrence, measuring and reporting monthly impact to Management via a management dashboard. 3. Drive adoption of AI and automation (agents, triage/remediation bots) to reduce the team’s operational load and accelerate workarounds. 4. Lead and develop a senior support team (6 members) with low upward mobility aspirations, fostering a culture of continuous improvement and identifying opportunities both within and outside the team. **Benefits:** * Hybrid work model * Health insurance (EPS) and oncology insurance * Academic scholarships and partnerships * Recognition program * And more . . . **Minimum Requirements:** * Bachelor’s degree or technical diploma in Business Administration, Systems Engineering, Industrial Engineering, or related fields. * Foundational knowledge of ITIL (certification preferred). * 3–5 years’ experience leading helpdesk support teams or managing business application incidents. * Experience leading senior business-oriented teams, managing cultural change and motivating teams toward continuous improvement. Salary: S/.1.00 – S/.10.00 per month Work Location: Hybrid in San Isidro, Lima