Lead Application Support - Chatbot
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 Purpose- IT service manager will be responsible for day-to-day IT Operations & Incident management portfolio for departments allocated and ensure that products and services satisfy business customers.
Core Key Responsibilities
As an IT manager, responsibilities include leading a team of Queue Managers & Operations Support executives, providing mentorship, and ensuring efficient tech support delivery. They implement best practices, enforce IT policies, and maintain accurate IT service catalogs. Training teams in service delivery processes is essential. They support business goals through effective IT service management, ensuring processes meet business objectives and responding to incidents promptly. They transform IT operations, ensure compliance across processes, and advocate for ITSM processes. They monitor KPIs, OLAs, and SLAs using scorecards and surveys. Additionally, they manage stakeholders and vendors, ensuring seamless IT operations aligned with business needs.
Programming Language: JavaScript/TypeScript, Python
Framework: ExpressJS, ReactJS, Flask
Database: SQL(MySQL) and NoSQL (MongoDB)
Key skills include:
5-8 years managing ITSM and IT Operations
Proficient in ITIL Framework: Incident, Problem, Change Management, Service Catalog
Expertise in IT service creation, value definition, operating models
Strong in documenting IT processes and ensuring operational efficiency
Builds strong business/IT relationships, prioritizes exceptional service delivery
Conducts customer surveys, adopts customer-centric service approach
Proactively improves services, conducts RCAs, preventive actions
Effectively communicates and resolves service issues promptly
Collaborates across IT teams, fosters customer-centric culture
Aligns teams, conducts customer research, develops service strategy
Preferred ITIL certifications-Meta Services Exposure
-API Usage and monitoring knowledge
-AI / ML experience
-Large Language Models (LLM)ChatGPT exposure
-Chatbot experience
-GCP/Cloud knowledge
-Mandatory Meta Services exposure, API Knowledge, AI/ML experienced, LLM, ChatGPT, Chatbot experience, exposure to GCP Cloud (log check, basic checks)
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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.
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