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.

- Robust 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.

📌 Application Support Lead (Gurugram)
🏢 Airtel
📍 Gurugram