Associate Vice President, L1 Support

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 engagement model with L2 teams.

Lead phased onboarding of applications and services, including knowledge transfer, readiness criteria, pilots, and transition sign-off.

Deliver global coverage through Mumbai shifts aligned to a follow-the-sun model while meeting SLAs, OLAs, KPIs, and customer targets.

Own the L1 entry point for incidents and service requests received through phone, chat, email, portal, monitoring, and approved channels.

Ensure accurate logging, categorization, prioritization, assignment, impact assessment, and user communication.

Drive initial diagnosis and resolution using approved SOPs, runbooks, knowledge articles, scripts, and standard troubleshooting.

Enforce evidence capture and clear L1-to-L2 escalation criteria, routing, handoffs, and ownership to minimize delays and ticket bouncing.

Establish daily operations controls, weekly service reviews, monthly reporting, and executive dashboards.

Monitor volumes, first-contact resolution, response and resolution times, SLA attainment, backlog, aging, escalation rates, quality, shift performance, and customer satisfaction.

Present service performance, risks, trends, capacity needs, and improvement plans to technology leadership and business stakeholders.

Ensure ITIL, SOP, security, policy, and audit compliance; identify potential major incidents and trigger the required process and initial communications.

Develop shift schedules, staffing plans, leave coverage, rotations, and contingency arrangements for all assigned support windows.

Implement disciplined follow-the-sun handovers covering open-ticket status, business impact, completed actions, next steps, and ownership.

Balance queues and resources across Application Support and Service Desk demand to protect service levels and reduce backlogs.

Maintain business continuity, disaster recovery support, surge-capacity, and operational readiness procedures.

Recruit, onboard, lead, mentor, and retain up to 18 L1 analysts and shift leads based in Mumbai.

Set performance goals, role expectations, skill matrices, training plans, and certification paths aligned to the service catalog.

Conduct coaching, quality reviews, performance evaluations, career development, and succession planning.

Build an accountable, customer-focused culture and forecast staffing and shift allocation based on demand and growth.

Own the lifecycle of L1 SOPs, runbooks, knowledge articles, scripts, call guides, and escalation matrices.

Partner with L2 teams and service owners to define L1 scope, resolution steps, acceptance criteria, and escalation triggers.

Implement ticket, call, and process quality assurance covering documentation, SOP adherence, diagnosis accuracy, and customer handling.

Close knowledge gaps through feedback, refresher training, cross-training, and controlled documentation updates.

Build relationships with business partners, application owners, Infrastructure, Workplace Technology, L2 teams, vendors, and senior leadership.

Serve as the primary operational contact for centralized L1 Application Support and Service Desk delivery.

Lead service readiness for new applications, releases, and services, ensuring knowledge, access, tooling, monitoring, and support acceptance before go-live.

Communicate service performance, planned changes, operational risks, critical escalations, and improvement initiatives.

Identify automation, self-service, monitoring, and shift-left opportunities that improve L1 resolution and reduce manual effort.

Use operational data to improve first-contact resolution, reduce avoidable escalations, and lower acknowledgement and restoration times.

Analyze recurring contacts and incident trends and provide actionable feedback to L2 teams, Problem Management, and service owners.

Champion process simplification, standardization, and customer-experience improvements across the support organization.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

10+ years of experience in Application Support, Service Desk, Production Support, IT Operations, or Technology Services.

5+ years of experience leading L1 Application Support and/or Service Desk teams, including managers or shift leads.

Demonstrated experience building, centralizing, or scaling a support function and recruiting and onboarding teams of comparable size.

Experience managing shift-based 24x7 or follow-the-sun operations, workforce planning, and service continuity.

Proven experience managing SOP-driven L1 triage, request fulfillment, incident escalation, and service quality.

Strong experience with ITIL-based service management, SLAs, OLAs, KPIs, and operational governance.

Experience managing executive stakeholders, service transitions, and high-priority incidents.

Background supporting financial services or another highly regulated industry is preferred.

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.