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.