Over the last 20 years, Ares’ success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work setting where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.
Job Description
The Associate Vice President (AVP) - L1 Support Operations is responsible for building, launching, and leading a centralized Level 1 (L1) team of up to 18 professionals based in Mumbai. The team will provide first-line Application Support and Service Desk services across defined shifts as part of a global follow-the-sun model. The AVP is accountable for establishing the operating model, recruiting and developing the team, implementing SOP-driven workflows,



and delivering consistent service against agreed SLAs, OLAs, and KPIs.
The function will serve as the initial point of contact for incidents and service requests, performing intake, classification, prioritization, initial diagnosis, approved SOP/runbook-based resolution, user communication, and timely escalation to the appropriate L2 teams when issues cannot be resolved within L1 scope. The AVP partners with business stakeholders, application owners, Infrastructure, Workplace Technology, L2 support teams, and global technology leadership to provide reliable, scalable, and customer-focused support.
Primary functions and essential responsibilities:
Function Build-Out and Global Service Delivery:
Design, build, launch, and scale a centralized Mumbai-based L1 function of up to 18 team members across Application Support and Service Desk.
Define the organization, role profiles, shift-lead model, service catalog, RACI, intake channels, and e

📌 Associate Vice President,Support (Mumbai)
🏢 Ares Management
📍 Mumbai