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.
- Strong understanding of Incident Management, Service Request Management, SLA/TAT, escalation management, and ITIL processes.
- Experience with ServiceNow or similar ITSM/ticketing tools.
- Solid 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.

Role: Team Leader, Industry Type: Telecom / ISP, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: B.Sc in Any Specialization, B.Tech / B.E. in Any Specialization, B.C.A. in Any Specialization PG: Master in IT Management in Any Specialization, MCA in Any Specialization, M.Tech in Any Specialization read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills ERPOracle ERPWMSEBSSQL SLAOTMEscalation ManagementIncident ManagementTATStakeholder ManagementGovernanceSupply chainSOPOrder Management

📌 Application Support Lead (Gurugram)
🏢 Airtel
📍 Gurugram