L2 Applications Support Lead

• Work closely with the customer’s Offshore Manager to ensure timely, transparent communication through established operational forums and shared channels
• Demonstrate self-starter behaviour and the ability to step into leadership, coordination, or decision-driving responsibilities when required by the situation
• Support and coordinate day-to-day offshore L2 operations, including monitoring, alert review, incident triage, escalation coordination, problem management follow-through, and service management support
• Identify issue severity, customer/business impact, and required escalation paths in a timely manner
• ensure appropriate follow-through until closure or handoff
• Represent the offshore team during critical incidents, operational reviews, escalations, stand-ups, and service improvement discussions with accountability and sound judgment
• Foster a culture of ownership and accountability across the team—not limited to ticket handling or procedural updates—through proactive coordination, quality oversight, and escalation discipline
• Build and strengthen understanding of end-to-end application functionality, customer journeys, functional flows, technical flows, and system/data/process dependencies across integrated platforms
• Guide the team in distinguishing success vs. failure indicators across key customer-facing journeys and in troubleshooting issues using the right business and functional context
• Partner with stakeholders to identify monitoring and observability gaps across business-critical functionality
• support improvements in alerting coverage, signal quality, escalation clarity, and operational response
• Help maintain and improve functional mapping of customer/business capabilities to monitoring, alerting, and operational support needs
• Participate in problem-solving discussions and RCA sessions with internal and customer teams, offering structured thinking, operational context, and actionable inputs
• Drive consistency in support execution across incident, problem, and service management processes, including clear handoffs across shifts and support processes that work effectively while mobile or under time pressure
• Monitor support metrics, shift coordination, queue hygiene, and adherence to service quality standards
• raise visibility on risks, recurring issues, process breakdowns, and support gaps
• Support reporting discipline through accurate ServiceNow categorization, consistent data capture, repeatable reporting inputs, clean pre-processing of support data, and reliable operational reporting cadence
• Promote knowledge management, KB/self-service support content, and cross-training within the team to improve depth, resilience, and scalability
• Encourage an automation and continuous improvement mindset to improve support efficiency, monitoring effectiveness, and long-term scalability

• 6–10+ years of overall experience, with 4–5 years in support operations, service delivery, coordination, or lead roles, preferably in offshore/nearshore delivery models
• Experience supporting customer-facing digital platforms, preferably web/mobile, transactional, eCommerce, booking, or hospitality-related environments
• Strong understanding of incident management, problem management, service management coordination, and production support operating models
• Demonstrated ability to drive structured problem-solving, operate with ownership, and act as a communication bridge across organizations
• Good working knowledge of ServiceNow or other service management tools, Jira, Confluence, MS Office, and operational reporting practices
• Exposure to logging/analysis tools such as Splunk or equivalent, and monitoring/observability tools such as Datadog, Dynatrace, or equivalent
• Ability to interpret production issues in both business and operational terms, including impact to customer experience, revenue, and operational performance
• Must be co-located with the NTTDATA L2 Team in Noida/ Delhi NCR to ensure real-time coordination (location constraint is non-negotiable)
• Willingness to work in a hybrid or rotational shift model for adequate time zone overlap, including weekend and India holiday on-call support as needed
• Comfortable working closely with customer leadership, maintaining strong day-to-day alignment with the customer’s Offshore Manager, and representing the offshore team effectively during incidents and escalations

Familiarity with knowledge base / self-service support practices, cross-training models, and scalable support process improvement