Informatica L1 Support Manager

Job Description:

• We are seeking a skilled L1 Support Manager to oversee and direct Level 1 application or service desk support operations.
• The successful applicant will possess extensive experience in IT service management, particularly in incident and request management, SLA governance, leadership, operational reporting, stakeholder communication, and service enhancement.
• This role entails ensuring efficient ticket triage, prompt resolution of user concerns, compliance with SLAs, appropriate escalation to L2 and L3 teams, and the consistent provision of high-quality support services.
• The candidate must be adept at managing critical support operations within a global and shift-based framework.

Key Responsibilities:

• Oversee daily operations of the L1 support or service desk team.
• Lead, mentor, and guide support analysts and team leads to ensure reliable service delivery.
• Manage incident intake, ticket categorization, prioritization, assignment, troubleshooting, resolution, and closure.
• Ensure that incidents and service requests are processed within the established SLA and operational benchmarks.
• Monitor support queues, ticket backlogs, aging incidents, reopened tickets, and escalation trends.
• Establish clear criteria for escalation and coordinate unresolved issues with L2, L3, infrastructure development, vendor, and business teams.
• Serve as the primary escalation point for high-priority incidents and customer-impacting issues.
• Coordinate major incident communication, bridge calls, stakeholder updates, and service restoration efforts.
• Ensure L1 analysts adhere to approved troubleshooting guides, standard operating procedures, and knowledge articles.
• Review ticket quality, resolution notes, categorization accuracy, and compliance with support protocols.
• Manage shift schedules, workload allocation, resource management, leave planning, and operational coverage.
• Conduct daily operational reviews, shift handovers, backlog assessments, and service performance meetings.
• Track support metrics and compile weekly and monthly service reports for stakeholders.
• Identify recurring issues and collaborate with relevant technical teams for problem management and root cause analysis.
• Promote knowledge management initiatives to enhance first contact resolution and minimize unnecessary escalations.
• Identify opportunities for process automation, self-service, chatbot implementation, and standardization.
• Support change implementations, release activities, outage communications, and post-deployment monitoring.
• Maintain operational documentation including escalation matrices, support calendars, SOPs, knowledge base articles, and service reports.
• Manage stakeholder expectations and provide timely updates regarding incidents, risks, service performance, and improvement initiatives.
• Champion continuous service improvement initiatives to elevate service quality, customer satisfaction, and operational efficiency.
• These duties align with an internally surfaced Application Support Lead requirement, focusing on support team management, ServiceNow queue operations, SLA oversight, incident/problem/change management, stakeholder communication, reporting, and continuous enhancement.

Technical Requirements:

• 9 years of overall experience in IT support, application support, production support, service desk, or IT service management.
• Demonstrated experience in managing L1 support teams or service desk operations.
• In-depth knowledge of ITSM and ITIL methodologies.
• Practical experience with incident, service request, problem, change, and knowledge management.
• Extensive experience with ticket queue management, prioritization, SLA monitoring, and escalation processes.
• Familiarity with ServiceNow, BMC Remedy, Jira Service Management, HPSM, or similar ITSM platforms.
• Good understanding of application support frameworks and L1, L2, L3 escalation processes.
• Experience in managing critical incidents and collaborating with various technical and business teams.
• Strong knowledge of service desk metrics and operational reporting practices.
• Ability to analyze ticket trends and identify areas for service and process enhancements.
• Experience in managing shift-based or 24/7 support operations.
• Strong leadership, team management, coaching, and conflict resolution abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation and stakeholder management skills.
• Ability to thrive in a fast-paced, business-critical support environment.
• L1 support typically involves initial troubleshooting, service restoration, customer information handling, and escalation to higher support tiers when necessary.
• A support manager oversees analysts or team leads and implements the operational and tactical plans for the support function.
• Technical and Operational Expertise
• ITSM ticketing and workflow management proficiency.
• ServiceNow or comparable ITSM tool experience.
• SLA, KPI, OLA, and escalation management expertise.
• Incident, problem, change, and request management processes.
• Major incident coordination experience.
• Knowledge management and shift handover processes.
• Operational reporting and service review capabilities.
• Understanding of application and infrastructure monitoring concepts.
• Fundamentals of Windows and Linux.
• Basic networking concepts, including DNS, TCP/IP, and VPN.
• SQL fundamentals for application or data-related troubleshooting.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, Nagios, or similar.
• Proficiency in Microsoft Office and reporting tools.
• Knowledge of automation and self-service concepts.
• Internal support requirements also reference incident management, problem management, root cause analysis, application support, SQL observability tools such as Dynatrace and Splunk, and coordination across cloud, DevOps, and database environments.

Additional Responsibilities:

• ITIL Foundation or higher certification.
• ServiceNow certification or substantial hands-on experience with the platform.
• Experience collaborating with global customers and distributed support teams.
• Familiarity with cloud platforms such as AWS, Azure, or GCP.
• Knowledge of DevOps, CI/CD, SRE, and observability practices.
• Experience with support automation, AI-assisted ticket triage, or chatbot solutions.
• Exposure to Agile delivery or project management methodologies.
• Experience in managing vendor-supported applications.
• Education
• Bachelor’s or master’s degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.

Preferred Skills:

Technology->Data Management - Data Integration->Informatica DIH