Associate Vice President, L1 Support
Core
Build, launch, and lead a centralized Mumbai-based Level 1 Application Support and Service Desk team of up to 18 professionals to provide first-line support across global shifts.
Role type
Senior IC/Manager L1 Support Operations Lead
Builds
Centralized L1 support function (Application Support & Service Desk) for global follow-the-sun coverage
Domain
Financial Services / IT Operations / Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
L1 Application Support, Service Desk operations, ITIL service management, SOP/runbook governance, shift-based workforce planning, stakeholder management, incident triage and escalation, SLA/OLA/KPI management, team recruitment and development, ITSM platform administration
Preferred skills
Financial services industry background, building/scaling support functions from scratch
Technologies
ServiceNow, ITSM platforms, monitoring tools, collaboration tools
Responsibilities
Design and scale the L1 team and operating model; manage 24x7 shift operations and follow-the-sun handovers; lead incident triage, diagnosis, and escalation; establish operational governance and reporting; recruit, mentor, and retain L1 analysts; manage SOP lifecycle and quality assurance; partner with business stakeholders and L2 teams for service readiness.
Seniority
Senior, hands-on IC with management responsibilities
