IS Application Support Operations Lead
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Job Description
Structured overview of role & requirementsAbout This Role
Own and drive ITIL-aligned support operations standards, governance, and reporting across multiple IS applications primarily based in India.
Lead operational reviews and continuous improvement initiatives using analytics, automation, and AI to enhance service quality, availability, and performance.
Coordinate stakeholder engagement among support, business, infrastructure, and engineering teams to ensure achievement of SLAs, SLOs, and KPI targets with transparent reporting.
Minimum Requirements
8-10 years of experience in application support, IT service management, or support operations with demonstrated governance and reporting ownership.
Practical experience with ITIL-aligned processes including incident, major incident, problem, and change management.
Hands-on skills with Power BI, Tableau or equivalent dashboard tools; strong Excel, SQL, and data modelling abilities.
Degree in information technology, computer science, engineering, or related field, or equivalent professional experience.
Ideal Candidate Profile
Experienced leader in support operations managing multi-application portfolios with cross-team coordination and governance responsibilities.
Strong analytical and technical skills with proven ability to develop automated dashboards and integrate multiple data sources for executive reporting.
Familiar with enterprise use of AI and automation in support workflows and skilled at influencing distributed and global teams without direct authority.