L3 - Tech & Digital - Application Support - MH - Pune - BACL

Position/Designation

L3 – Digital Transformation – Application Support

Grade/Level

L3

Location

Akurdi HO

Experience

Minimum 7-10 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector.

Qualification

B.E./ B. Tech /M.C.A./M.C.S

Reporting To

DGM IT

Summary Role Profile/Job Responsibilities

Key Responsibilities:

1. IT Service & Support Management

• Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.


• Monitor application health dashboards and ensure proactive issue prevention and resolution.


• Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.


• Identify recurring issues and drive problem management activities to eliminate root causes.


• Ensure alignment to ITIL incident, problem, and change management processes.


• Collaborate with InfoSec teams to monitor and close security incidents promptly.

2. Quality Assurance

• Define operational KPIs and track adherence to service quality metrics.


• Implement continuous improvement programs for application support functions.


• Conduct periodic service reviews and initiate corrective/preventive actions when required.


• Ensure documentation, knowledge base updates, and service continuity plans are current.

3. Vendor Management

• Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.


• Review vendor performance and drive governance meetings for service improvement.


• Oversee contract renewals, support agreements, and escalations for major incidents.


• Ensure vendors adhere to security, compliance, and audit requirements.

Skill Sets Required

1. Program Management:

• Ability to manage multiple applications, projects, and support initiatives simultaneously.


• Strong planning, prioritization, and stakeholder management skills.

2. Quality Assurance:

• Proven experience in defining and tracking service quality metrics.


• Ability to identify service gaps and drive process enhancements.

3. IT Service & Support:

• Deep understanding of ITIL processes for Incident, Problem, and Change Management.


• Familiar with application monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and performance reporting.


• Experience handling security, patch management, and compliance initiatives.

4. Leadership & Collaboration:

• Capability to lead cross‑functional support teams and coordinate with internal/external stakeholders.


• Mentoring and motivating support engineers or vendors towards service excellence.

5. Communication Skills:

• Excellent written and verbal communication skills for reporting, escalation, and stakeholder updates.


• Ability to explain technical issues to non‑technical users and business leaders.

6. Additional Technical Skills:

• Knowledge of SQL/Database troubleshooting basics, API monitoring, and application log analysis.


• Familiarity with cloud‑based applications (AWS/Azure), basic networking, and integration frameworks.


• Exposure to InfoSec audit processes and vulnerability management practices.

Certifications (Preferred)

• ITIL v4 Foundation or Practitioner


• PMP / PRINCE2 or equivalent Project Management certification


• ISO 27001 Lead Implementer / Foundation (preferred for InfoSec linkage)


• Certification in cloud administration or service management tools (e.g., AWS Cloud Practitioner, ServiceNow Admin)