Infosys—Informatica L1 Support Manager

Job description

Description: Manage the day-to-day operations of the L1 support or service-desk team. Lead, mentor, and guide support analysts and team leads to ensure consistent service delivery. Oversee incident intake, ticket categorization, prioritization, assignment, troubleshooting, resolution, and closure. Ensure incidents and service requests are handled within agreed SLA and operational targets. Monitor support queues, ticket backlogs, ageing incidents, reopened tickets, and escalation trends. Establish clear escalation criteria and coordinate unresolved issues with L2, L3, infrastructure, development, vendor, and business teams. Act as the primary escalation point for high-priority incidents and customer-impacting issues. Coordinate major-incident communication, bridge calls, stakeholder updates, and service-restoration activities. Ensure L1 analysts follow approved troubleshooting guides, standard operating procedures, and knowledge articles. Review ticket quality, resolution notes, categorization accuracy, and adherence to support processes. Manage shift rosters, workload distribution, resource allocation, leave planning, and operational coverage. Conduct daily operational reviews, shift handovers, backlog reviews, and service-performance meetings. Track support metrics and prepare weekly and monthly service reports for stakeholders. Identify recurring issues and coordinate problem management and root-cause analysis with relevant technical teams. Drive knowledge-management initiatives to improve first-contact resolution and reduce unnecessary escalations. Identify opportunities for automation, self-service, chatbot adoption, and process standardization. Support change implementations, release activities, outage communication, and post-deployment monitoring. Maintain operational documentation, escalation matrices, support calendars, SOPs, knowledge-base articles, and service reports. Manage stakeholder expectations and provide timely updates on incidents, risks, service performance, and improvement actions. Drive continuous service improvement initiatives to enhance service quality, customer experience, and operational efficiency. These responsibilities align with an internally surfaced Application Support Lead requirement emphasizing support-team management, ServiceNow queue operations, SLA monitoring, incident/problem/change management, stakeholder communication, reporting, and continuous improvement. Requirements: We are looking for an experienced L1 Support Manager to lead and manage Level 1 application or service-desk support operations. The ideal candidate should have strong experience in IT service management, incident and request management, SLA governance, team leadership, operational reporting, stakeholder communication, and service improvement. The role will be responsible for ensuring effective ticket triage, timely resolution of user issues, adherence to SLAs, proper escalation to L2/L3 teams, and consistent delivery of high-quality support services. The candidate should be comfortable managing business-critical support operations in a global and shift-based environment. Responsibilities: Manage the day-to-day operations of the L1 support or service-desk team. Lead, mentor, and guide support analysts and team leads to ensure consistent service delivery. Oversee incident intake, ticket categorization, prioritization, assignment, troubleshooting, resolution, and closure. Ensure incidents and service requests are handled within agreed SLA and operational targets. Monitor support queues, ticket backlogs, ageing incidents, reopened tickets, and escalation trends. Establish clear escalation criteria and coordinate unresolved issues with L2, L3, infrastructure, development, vendor, and business teams. Act as the primary escalation point for high-priority incidents and customer-impacting issues. Coordinate major-incident communication, bridge calls, stakeholder updates, and service-restoration activities. Ensure L1 analysts follow approved troubleshooting guides, standard operating procedures, and knowledge articles. Review ticket quality, resolution notes, categorization accuracy, and adherence to support processes. Manage shift rosters, workload distribution, resource allocation, leave planning, and operational coverage. Conduct daily operational reviews, shift handovers, backlog reviews, and service-performance meetings. Track support metrics and prepare weekly and monthly service reports for stakeholders. Identify recurring issues and coordinate problem management and root-cause analysis with relevant technical teams. Drive knowledge-management initiatives to improve first-contact resolution and reduce unnecessary escalations. Identify opportunities for automation, self-service, chatbot adoption, and process standardization. Support change implementations, release activities, outage communication, and post-deployment monitoring. Maintain operational documentation, escalation matrices, support calendars, SOPs, knowledge-base articles, and service reports. Manage stakeholder expectations and provide timely updates on incidents, risks, service performance, and improvement actions. Drive continuous service improvement initiatives to enhance service quality, customer experience, and operational efficiency. These responsibilities align with an internally surfaced Application Support Lead requirement emphasizing support-team management, ServiceNow queue operations, SLA monitoring, incident/problem/change management, stakeholder communication, reporting, and continuous improvement. Skills: 9+ years of overall experience in IT support, application support, production support, service desk, or IT service management. Proven experience managing L1 support teams or service-desk operations. Strong knowledge of ITSM and ITIL practices. Hands-on experience with incident, service request, problem, change, and knowledge management. Strong experience in ticket queue management, prioritization, SLA monitoring, and escalation management. Experience with ServiceNow, BMC Remedy, Jira Service Management, HPSM, or a similar ITSM platform. Good understanding of application-support models and L1/L2/L3 escalation processes. Experience handling critical incidents and coordinating with multiple technical and business teams. Strong knowledge of service-desk metrics and operational reporting. Ability to analyze ticket trends and identify opportunities for service and process improvements. Experience managing shift-based or 24/7 support operations. Strong leadership, team-management, coaching, and conflict-resolution skills. Excellent written and verbal communication skills. Strong customer orientation and stakeholder-management capabilities. Ability to work effectively in a fast-paced, business-critical support environment. L1 support typically handles initial troubleshooting, service restoration, customer information, and escalation to higher support tiers when required. A support manager oversees analysts or team leads and executes the operational and tactical plans of the support function. Technical and Operational Knowledge ITSM ticketing and workflow management ServiceNow or equivalent ITSM tools SLA, KPI, OLA, and escalation management Incident, problem, change, and request-management processes Major-incident coordination Knowledge management and shift handover Operational reporting and service reviews Application and infrastructure monitoring concepts Windows and Linux fundamentals Basic networking concepts, including DNS, TCP/IP and VPN SQL fundamentals for application or data-related troubleshooting Monitoring tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, Nagios, or equivalent Microsoft Office and reporting tools Automation and self-service concepts Internal support requirements also reference incident management, problem management, RCA, application support, SQL, observability tools such as Dynatrace and Splunk, and coordination across cloud, DevOps, and database environments.