The Application Support Lead is a pivotal role responsible for the stability, availability, and performance of the Institute’s crown jewel business applications. Working from the Offshore Delivery Center, this role provides advanced (L3) application support for mission-critical systems supporting international locations. The role owns end-to-end application support, major incident management, and acts as a trusted liaison between business stakeholders, onshore IT teams, and development partners to ensure minimal disruption and high service quality.

Essential Duties
- Lead and manage all aspects of application support for crown jewel, business-critical applications.
- Provide L3 support and act as the primary escalation point for complex incidents.
- Own Major Incident Management including bridge coordination, communications, and Root Cause Analysis.
- Collaborate with development, infrastructure, database, network, and security teams to resolve issues.
- Ensure proactive monitoring of application availability and performance.




- Manage ServiceNow queues ensuring SLA compliance and prioritization.
- Support application releases, deployments, patching, and planned outages.
- Validate applications post server and infrastructure patching.
- Support Disaster Recovery (DR) and Business Continuity Planning (BCP) activities.
- Ensure compliance with information security, data privacy, and regulatory requirements.
- Maintain runbooks, SOPs, and application documentation.
- Participate in on-call and extended global support coverage.
- Perform other duties as assigned.

Compentencies
- Strong understanding of Incident, Problem, Major Incident, and Escalation Management in enterprise IT environments.
- Solid ownership mindset with ability to become Subject Matter Expert (SME).
- Extensive experience supporting Java-based, n-tier and client-server applications.
- Strong relational database experience including Oracle and SQL Server.
- Ability to analyze application and system

📌 Application Support Lead (Mumbai)
🏢 GIA Services
📍 Mumbai