AVP - Application Support

Role & responsibilities

The Level 1 Application Support team serves as the first point of contact for users experiencing issues with business applications. This team is responsible for logging incidents, performing initial troubleshooting, and ensuring timely resolution or escalation to higher support tiers. responsible for managing, maintaining, and uploading approval matrices into enterprise systems. This role ensures that decision-making hierarchies are accurately reflected in digital workflows, enabling seamless routing of approvals across departments.

• Control & Monitoring:

• To ensure TAT and quality of deliverables is adhered for the activities performed by L1 Application Support team

• Track and Follow critical open topics with the L2 / L3 teams and ensure closure. Provide timely updates to management on the progress

• Escalation management

• Ensure process compliance w.r.t. BNPP Groupwide procedures and mandatory regulations. Responsible for managing audit missions / queries and their resolution

Technical:

• Understand end to end business / functional / technical aspects of support activities and be responsible for addressing change management for support activities

• To participate in UAT / SIT execution of projects and ensure alignment with business needs and give appropriate evaluation / feedback of change being tested to project team.

• Continuous Improvement:

• To ensure current support practices are critically evaluated and improved

• Control framework review and enhancements basis changes / addition in the process

• To promote best industry practices and implement as part of BAU activities

• Documentation: Maintain records of issues, resolutions, and known errors for future reference.

• Customer Service: Ensure a positive user experience through clear communication and timely updates.

• Stakeholder Management:

• Collaborate with local & onshore management on critical topics / escalations

• Be accountable for work done from ISPL and highlighting / presenting it to management

• Be solution oriented while assessing business requirements

• To lead governance committee as mandated by SLA

• People Management:

• Responsible for performance management Objective setting, tracking, feedback and action plan

• New / Replacement hiring, training

• Team building, conflict resolution and ensuring positive work environment