Team Lead - Application Support and Operations

Team Lead BTI (Application Support, Operations & Process Improvement)

About this role:

We are seeking a Team Lead to drive the development of a team of Applications Specialists based in India. This role will focus on delivering high-quality application support, overseeing user training, and driving process improvements for BTI systems. You will collaborate with cross-functional partners and external vendors to ensure consistent achievement of SLA targets, improve operational efficiency, and develop a bench of future project management resources.

What you will do:

• Lead, coach, and develop a team of individual contributors, ensuring strong team performance and engagement

• Oversee daily support operations, monitor KPIs, and ensure strict adherence to SLAs

• Drive issue resolution, advanced troubleshooting, and root cause analysis to ensure timely fixes

• Establish, document, and improve support processes, identifying new opportunities to enhance operational efficiency

• Coordinate with project teams on special projects - including reporting, tagging, and manual process completion - ensuring on-time delivery

• Partner internally with BTI teams, ISO, IPA, IT, Product, and Operations, as well as externally with application and tool vendors

• Oversee the delivery of user training programs to increase the adoption and effective use of internal systems

What you will need:

• 3–5 years of relevant experience in application support or operations, with prior team leadership experience preferred

• Advanced troubleshooting and problem-solving skills, paired with a strong technical aptitude

• Proven ability to drive process improvement and manage change

• Demonstrated ability to communicate effectively, manage multiple priorities, and lead people

• Strong stakeholder management skills to successfully collaborate with internal teams and external vendors

• Bachelor’s degree or equivalent required, with a preference for degrees in Business, Technology, or a related field

What you will get:  

• Competitive salary, generous paid time off policy, charity match program, Group Medical

• Insurance, Parental Leave, Employee Assistance Program (EAP) and more!

• Collaborative, team-oriented culture that embraces diversity

• Professional development and unlimited growth opportunities

#LI-PM3

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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Job Requisition ID:110809

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Experience Level

Senior Level