Informatica L1 Support Manager

• 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.

Roles & 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.

Technical Requirements

• 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.

Additional

• ITIL Foundation or higher certification.
• ServiceNow certification or strong hands-on platform experience.
• Experience working with global customers and distributed support teams.
• Exposure to cloud platforms such as AWS, Azure, or GCP.
• Understanding 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 practices.
• Experience managing vendor-supported applications.
• Education
• Bachelor’s or master’s degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.