Application Support Lead

Airtel; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Airtel in India is seeking an experienced L1 Support Operations lead to manage day-to-day application support for enterprise systems. You will drive incident and service request handling, supervise L1 resources, and ensure timely responses in line with SLA targets.

You will collaborate with L2, engineering, and vendors to resolve issues, analyze ticket trends, and implement automation, knowledge articles, and SOP improvements to reduce repetitive tickets and improve service quality.

Qualifications

• 6-10 years of IT/Application Support experience, with strong L1 support background.
• Experience supporting enterprise applications such as Oracle ERP/EBS, WMS, OTM, Inventory, or Supply Chain.
• ITIL-based incident and service management knowledge with ITSM tooling experience.

Responsibilities

• Lead day-to-day L1 application support including incident and service request management.
• Manage L1 support resources, daily work allocation, productivity, and performance.
• Monitor and report on SLA/TAT targets; create dashboards.
• Act as first escalation point for critical incidents and coordinate with L2, engineering, and vendors.
• Analyze ticket trends to reduce repetitive tickets; drive automation and SOP improvements.
• Serve as primary L1 contact for business stakeholders; capture pain points.
• Prepare MIS/dashboards and report on major incidents and performance.

Skills

IT/Application Support

ERP/WMS/OTM

ITIL/ITSM

ServiceNow

Stakeholder management

Data analysis

Tools

ServiceNow

SQL

ITSM tools

Job description

Key Responsibilities

1. L1 Support Operations

• Lead day-to-day L1 application support, including incident and service request management.

2. Team Management

• Manage L1 support resources, daily work allocation, productivity, and performance.
• Conduct daily team huddles to review ticket volumes, ageing, SLA performance, and critical issues.

3. SLA & Performance Management

• Monitor and ensure achievement of agreed SLA/TAT targets.
• Prepare and review daily, weekly, and monthly support dashboards.

4. Incident & Escalation Management

• Act as the first escalation point for critical, high-priority, and ageing incidents.
• Coordinate with L2, engineering, development, and vendor teams for timely resolution.

5. Ticket Reduction & Continuous Improvement

• Analyse ticket trends and identify opportunities to reduce repetitive and avoidable tickets.
• Drive automation, knowledge articles, SOP improvements, user awareness, and self-service initiatives.

6. Stakeholder Management

• Serve as the primary L1 support contact for business stakeholders.
• Understand business pain points and recurring application issues.
• Coordinate with business, L2, application, engineering, and vendor teams.

7. Governance & Reporting

• Prepare and circulate daily/weekly/monthly MIS and support dashboards.
• Report on ticket trends, SLA performance, ageing, productivity, and major incidents.

Required Skills & Experience

• 6-10 years of experience in IT/Application Support, with strong exposure to L1 support operations.
• Experience supporting enterprise applications such as Oracle ERP/EBS, WMS, OTM, Inventory, Supply Chain, or similar business applications.
• Hands-on techno-functional knowledge of at least one of ERP, WMS, or OTM.
• Strong understanding of Incident Management, Service Request Management, SLA/TAT, escalation management, and ITIL processes.
• Experience with ServiceNow or similar ITSM/ticketing tools.
• Strong analytical, troubleshooting, stakeholder-management, and communication skills.
• Ability to analyse ticket data, identify trends, and drive operational improvements.

Preferred Technical / Functional Skills

• Oracle ERP/EBS 6-7 years of relevant experience.
• WMS / OTM / Inventory / Supply Chain 2-3 years of experience (additional advantage).
• SQL and basic database troubleshooting.
• API and interface understanding.
• Application, batch, and job monitoring.
• Incident and problem management.
• Knowledge management and SOP development.
• ServiceNow or other ITSM tools.