Lead Application Support (Website & Mobile)

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Job Posting Start Date: 26 Dec 2024

Location: Gurgaon, HR, IN

Company: InterGlobe Aviation Ltd

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest growing airlines in the world.
We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We show that low cost does not mean low quality. With our fleet of over 320 aircraft, we operate well over 2000+ daily flights, connecting over 118 destinations (of which 32 international), welcoming 100 million customers on board last year. We have an industry leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, developing from a domestic carrier to a global aviation giant.

Job Description

Job Summary:

We are seeking an experienced Lead Application Support to elevate our technical support operations of Web & Mobile applications. This role is pivotal in ensuring seamless support, particularly leveraging .NET technologies, while implementing ITIL best practices to enhance efficiency and customer satisfaction.

Key Responsibilities:

Leadership & Management:

  • Lead and mentor a team of support specialists, ensuring high performance and professional growth.
  • Develop and implement strategies for improving support processes and procedures.
  • Foster a customer-centric culture within the support team.

ITIL Framework Implementation:

  • Oversee the adoption and implementation of ITIL best practices within the support team.
  • Manage incident, problem, change, and release management processes.
  • Ensure compliance with ITIL standards and continuous improvement of ITIL processes.

Technical Support:

  • Provide expert-level support for website and mobile application issues, particularly those involving .NET technologies.
  • Collaborate with the development team to resolve complex technical issues.
  • Monitor system performance and troubleshoot technical problems as they arise.
  • 24*7 Support Operations Management and availability.

Stakeholder Management:

  • Serve as the primary point of contact for support-related queries from internal and external stakeholders.
  • Communicate effectively with customers to understand their needs and ensure their satisfaction.
  • Liaise with other departments to ensure alignment and support for business objectives.

Performance Monitoring & Reporting:

  • Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the support team.
  • Generate regular reports on support team performance and present findings to senior management.
  • Use data-driven insights to identify areas for improvement and implement necessary changes.

Continuous Improvement:

  • Stay updated with the latest trends and advancements in ITIL practices and .NET technologies.
  • Implement training programs to keep the support team’s skills and knowledge current.
  • Drive initiatives for process automation and efficiency improvements within the support function.
     

Experience:

  • Minimum of 10 years of experience in an IT support role, with at least 5 years in a lead position.
  • Proven experience with ITIL framework and certification in ITIL is highly desirable.
  • Strong technical experience with .NET technologies.

Skills:

  • Excellent leadership and team management skills.
  • Strong problem-solving and analytical skills.
  • Exceptional communication and interpersonal abilities.
  • Proficient in using support and IT service management tools.
  • Ability to work under pressure and handle multiple priorities.

Technical Expertise:

  • Proficiency in .NET technologies (e.g., ASP.NET Core, ASP.NET MVC, .NET MAUI, Xamarin).
  • Strong understanding of backend technologies (e.g., C#, .NET Core, Entity Framework).
  • Experience with frontend technologies (e.g., HTML5, CSS3, JavaScript, Blazor).
  • Familiarity with mobile application development frameworks (e.g., Xamarin, .NET MAUI).
  • Experience with cloud services (e.g., Azure) and DevOps practices (e.g., CI/CD pipelines, containerization).

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At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status. 

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxx@goindigo.in). Please report any fake job offer to eco.goindigo.in