Application Support Lead cum Business Analyst

The role combines aligned support operations (incident, problem, change and service-level management) with hands-on business analysis, acting as the bridge between business users, vendors and engineering teams. The ideal candidate brings a calm, ownership-driven approach to production issues and the analytical depth to turn recurring problems and user needs into well-defined, prioritised enhancements.

• Major Responsibilities

• A. Application Support & Service Management
• Lead application support for business-critical systems, ensuring operational stability, availability and timely resolution of production issues.
• Own the incident, problem and change management processes in line with standard support practices, including root cause analysis (RCA) and permanent fix tracking.
• Define, monitor and report on SLAs, OLAs and KPIs such as response and resolution times and first-time fix rates.
• Manage external support vendors, including SLA setting, performance reviews, escalations and contract compliance.
• Develop and maintain the support knowledge base, SOPs, runbooks, known-error database and user guides.
• Ensure the implementation of the applications at the ground level with necessary documentation support and training.

• B. Business Analysis
• Engage with business users and subject matter experts to elicit, analyse and document requirements for enhancements, change requests and service improvements
• Perform AS-IS / TO-BE analysis and gap analysis, and recommend functional solutions and process improvements.
• Author and maintain BRDs, FRDs, user stories with acceptance criteria, use cases, process maps, workflows, data flows and wireframes.
• Provide regular status, service performance, risk and issue reports to senior and middle management through reports and review meetings.
• Facilitate service review meetings and post-incident reviews.
• Ensure compliance with audit, quality and data-handling standards.
• If require he or she has to travel.

• 6 Minimum Education qualification required

• Bachelor's degree in Science, Engineering, Computer Applications or a related field.
• 10+ years of experience across application support, project/delivery management and business analysis.
• Proven experience leading support for live, business-critical applications in a global onsite–offshore delivery model.
• Demonstrated experience managing multiple vendors and cross-functional teams.

• Experiences and Skills required

• 10+ years in IT delivery, application support and business analysis 8 Skills & Competencies Technical / Tools
• Jira, Confluence, SharePoint, ServiceNow or equivalent ITSM tool •Familiarity with cloud platforms (Azure, AWS), CI/CD and DevOps practices.