Who we are?

At Inchcape Shipping

Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organizations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Location: Chennai (Guindy) Main Purpose of the Job : The L1 Application Support Lead is responsible for leading the centralized Level 1 Application Support function, ensuring the delivery of high-quality 24x7x365 operational support across all business-critical applications. The role is accountable for service desk operations, application monitoring, incident triage, workforce planning, SLA compliance, knowledge management, and continuous service improvement. The L1 Lead serves as the operational owner of first-line support, ensuring standardized processes, consistent customer experience, and seamless collaboration with L2 support teams, business stakeholders, infrastructure teams, and external vendors.

Key Responsibilities: Operational Leadership Lead and manage a centralized 24x7 Application Support team. Ensure uninterrupted operational support for all supported applications. Own shift planning, resource scheduling, and holiday coverage.

Monitor operational workloads and optimize resource allocation. Ensure all support activities follow approved SOPs and work instructions. Incident & Service Request Management Oversee first-line incident management and request fulfillment.

Ensure timely ticket triage, categorization, prioritization, and routing. Monitor ticket queues to prevent SLA breaches. Escalate incidents appropriately to L2 support teams. Drive first-call resolution wherever possible.

Application Monitoring

Own application health monitoring activities. Ensure continuous monitoring of:

Application availability Integration jobs





Scheduled batch jobs

Interfaces

AWS alerts

API monitoring

Business process monitoring

Ensure proactive identification and response to operational issues.

Service Operations

Manage daily operational activities including:

Standard transaction reprocessing

Operational reporting

Reconciliation support

Daily health checks

Routine business support activities

Ensure operational checklists are completed accurately.

Team Leadership

Manage, coach, and develop L1 analysts. Conduct regular one-to-one meetings. Perform performance reviews. Identify training needs. Develop succession plans. Foster a customer-focused support culture.

Knowledge Management

Own the L1 Knowledge Base. Ensure SOPs remain current. Drive knowledge article creation. Standardize troubleshooting guides. Promote knowledge reuse.

Stakeholder Management

Act as the primary operational contact for:

L2 Leads

Business users

Infrastructure teams

Vendor support teams

Provide operational updates during incidents. Participate in service review meetings. Governance & Continuous Improvement Track and report service KPIs. Identify automation opportunities. Improve operational processes. Reduce repeat incidents. Support audit and compliance requirements.

Key Performance

Indicators (KPIs) First Contact Resolution (FCR)

SLA Compliance

Ticket Aging

Mean Time to Acknowledge (MTTA)

Mean Time to Escalate

Queue Health

Knowledge Base Utilization

Shift Coverage Compliance

Customer Satisfaction (CSAT)

Operational Dashboard Accuracy Technical Skills: Experience supporting enterprise applications such as: ERP

Finance Systems

Logistics Platforms

Integration Platforms

Middleware

APIs Knowledge of: ServiceNow

Jira

Grafana

Kibana

Splunk

AWS Monitoring

Microsoft Office Suite Preferred Certifications ITIL Foundation (Preferred) Not a must

ITIL Intermediate (Preferred) Not a must

Lean / Six Sigma (Preferred) Not a must Experience 12 – 17 years in Application Support





Minimum 7 years leading support teams

Experience supporting 24x7 operations

Solid understanding of Incident, Problem, Change, and Knowledge Management Competencies Leadership

Decision Making

Customer Focus

Stakeholder Management

Communication

Conflict Resolution

Analytical Thinking

Operational Excellence Why Inchcape Shipping Services? We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training and expertise.

We realize the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry. Our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these: Global Perspective - we connect the world and see the bigger picture. The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress - we adopt new thinking and push for positive change in our industry. In return, we will offer you: A diverse range of advantages, depending on your geographical location.

Globally as a minimum you will receive: A retirement savings plan

Life assurance

Holiday starting at 22 days

Healthcare

Competitive salary

Employee Assistance Programmed

Career development and progression opportunities

Values Award celebration events

Team building days Plus, much more! If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert! #ISSthebiggerpicture Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location. Inchcape is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do.

We recognize that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.

📌 Support Lead (Chennai)
🏢 Inchcape Shipping Services
📍 Chennai