The role combines aligned support operations (incident, problem, change and service-level management) with hands-on business analysis, acting as the bridge between business users, vendors and engineering teams. The ideal candidate brings a calm, ownership-driven approach to production issues and the analytical depth to turn recurring problems and user needs into well-defined, prioritised enhancements.

- Major Responsibilities
- A. Application Support & Service Management
- Lead application support for business-critical systems, ensuring operational stability, availability and timely resolution of production issues.
- Own the incident, problem and change management processes in line with standard support practices, including root cause analysis (RCA) and permanent fix tracking.
- Define, monitor and report on SLAs, OLAs and KPIs such as response and resolution times and first-time fix rates.
- Manage external support vendors, including SLA setting, performance reviews, escalations and contract compliance.
- Develop and maintain the support knowledge base, SOPs, runbooks, known-error database and user guides.
- Ensure the implementation of the applications at the ground level with necessary documentation support and training.
- B. Business Analysis
- Engage with business users and subject matter experts to elicit, analyse and document requirements for enhancements,



change requests and service improvements
- Perform AS-IS / TO-BE analysis and gap analysis, and recommend functional solutions and process improvements.
- Author and maintain BRDs, FRDs, user stories with acceptance criteria, use cases, process maps, workflows, data flows and wireframes.
- Provide regular status, service performance, risk and issue reports to senior and middle management through reports and review meetings.
- Facilitate service review meetings and post-incident reviews.
- Ensure compliance with audit, quality and data-handling standards.
- If require he or she has to travel.
- 6 Minimum Education qualification required
- Bachelor's degree in Science, Engineering, Computer Applications or a related field.
- 10+ years of experience across application support, project/delivery management and business analysis.
- Proven experience leading support for live, business-critical applications in a global onsite–offshore delivery model.
- Demonstrated experience managing multiple vendors and cross-functional teams.

- Experiences and Skills required
- 10+ years in IT delivery, application support and business analysis 8 Skills & Competencies Technical / Tools
- Jira, Confluence, SharePoint, ServiceNow or equivalent ITSM tool •Familiarity with cloud platforms (Azure, AWS), CI/CD and DevOps practices.

📌 Application Support Lead cum Business Analyst (Mumbai)
🏢 Transvolt Mobility
📍 Mumbai