Assistant Manager_L1 Application Support_Pune

Who we are

About this Role

We are seeking an Application Support Specialist to manage Level 1 (L1) application support activities for VFIE across all VOIS global locations. The individual will be responsible for ensuring the stability and health of critical systems, providing first-line support, and collaborating with cross-functional teams to resolve incidents and maintain seamless business operations. This role involves working in a distributed, 24x7 production support environment, including on-call responsibilities.

What you will do

• Deliver L1 application and production support, ensuring system uptime and minimising service disruptions.
• Perform daily health checks on various systems, proactively identifying and escalating issues to relevant teams.
• Participate in rotation shifts, including on-call support, to provide continuous coverage.
• Communicate system health status and ongoing issues to incident managers during daily stand-up calls.
• Escalate application or production issues to subject matter experts or infrastructure teams, following up for resolution and root cause analysis.
• Attend daily incident checkpoint calls to provide and seek updates on impacting issues.
• Create and maintain Standard Operating Procedures (SOPs) for business-as-usual activities and incident troubleshooting.
• Raise Problem Backlog Items (PBIs) for recurring or unresolved issues, contributing to detailed analysis and discussions with next-level teams and vendors.
• Provide direct client support for escalated items, outages, and drive P1 / P2 incident bridges.
• Utilise knowledge of ITIL processes, including incident, problem, and change management.
• Leverage technical skills in UNIX, SQL, shell scripting, and automation; familiarity with Amdocs products, ETL, and scheduling / monitoring tools is advantageous.