IS Application Support Operations Lead

Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an Application Support Operations Lead in Pune!

Role purpose

Drive consistent, efficient and measurable support operations across the IS application portfolio, with support delivery primarily based in India. Establish common support practices, lead governance, build management and business reporting, and coordinate application availability and performance standards. Use analytics, automation and AI to improve service quality, reliability and user experience. This is a hands-on cross-team lead role. The role owns the operating framework, reporting and improvement governance; application and engineering owners remain accountable for technical remediation and service delivery.

Key responsibilities

• Support standards and governance: Define and drive adoption of ITIL-aligned incident, major incident, problem, service request, knowledge and change-support practices. Standardize prioritization, escalation, handovers, ticket quality, runbooks and service acceptance criteria. Maintain application ownership, support coverage, responsibility matrices and supplier commitments. Run weekly operational reviews, monthly service reviews and quarterly improvement reviews; track actions, exceptions and overdue commitments.

• Support efficiency and continual improvement: Analyze demand, backlog, recurring incidents, reassignment, reopen rates and restoration times. Coordinate root cause reviews and verify that corrective actions reduce recurrence. Improve self-service, knowledge reuse, routing and shift-left resolution. Use workload and coverage analysis to recommend capacity improvements across India and global teams.

• Reporting and dashboards: Build and maintain automated dashboards using Power BI, Tableau or equivalent tools, combining ITSM, monitoring and application data. Establish a common KPI dictionary, reliable data refresh, reconciliation and access control. Produce operational, management, executive and business reports with trends, business impact, accountable owners and decisions required. Compare periods consistently and normalize support demand against active users or transactions where appropriate.

• Availability and performance: Agree application tiers based on business impact and criticality. Partner with business and technical owners to define service-level agreements (SLAs), service-level objectives (SLOs), service-level indicators (SLIs) and internal operational-level agreements (OLAs). Standardize service hours, measurement windows, maintenance exclusions, outage attribution and breach handling. Track user-facing availability, transaction success and percentile response times. Coordinate at least one approved read-only production monitoring scenario per application, with documented exceptions where necessary. Ensure alerts have owners, escalation paths and runbooks, and review monitoring gaps and reliability improvements.

• AI and automation: Identify and implement approved AI use cases for ticket classification, incident summaries, knowledge retrieval, draft knowledge articles and reporting commentary. Maintain reliable source content and validate outputs with human review. Apply enterprise data protection and access controls, define fallback paths and measure accuracy, adoption, time saved and service impact. Work with platform and engineering teams to productionize successful pilots.

• Stakeholder and business engagement: Coordinate support teams, application owners, infrastructure teams, development teams, suppliers and business representatives. Communicate major service issues and recovery progress in business terms. Challenge inconsistent practices constructively and secure adoption across teams without relying solely on direct reporting authority.

Required experience and skills

• 8-10 years of relevant experience in application support, IT service management or support operations, including demonstrated ownership of governance and reporting across multiple applications or teams.

• Practical experience with ITIL-aligned support processes, SLA management, major incident coordination, problem management and continual improvement.

• Hands-on dashboard development using Power BI, Tableau or equivalent; strong Excel, SQL, data modelling and analytical skills; ability to integrate and validate data from ITSM and monitoring platforms.

• Working knowledge of ServiceNow, Jira Service Management, BMC Helix or equivalent, and familiarity with application monitoring, synthetic checks, logs, metrics and alerting.

• Ability to distinguish support response and resolution targets from application availability and performance objectives, and explain both to business stakeholders.

• Practical use of enterprise-approved generative AI and workflow automation, with evidence of output validation and measurable operational benefits.

• Strong written communication, executive reporting, stakeholder management and cross-team influence; experience working with distributed teams and global business users.

• Degree in information technology, computer science, engineering or a related field, or equivalent relevant professional experience.

Preferred qualifications

• Bachelor of engineering (Any relevant stream)

• ITIL Foundation or higher certification; Power BI or equivalent analytics certification.

• Exposure to SRE principles, cloud or SaaS operations, supplier governance, audit readiness and business continuity coordination.

• Experience with Python, PowerShell, Power Automate or equivalent automation tools, and knowledge bases or AI-assisted support solutions.

What is in it for you?

• Work for the one of the biggest software companies in Europe

• Work in a culture of collaboration and innovation

• Opportunities for personal development and career progression

• Chance to collaborate with a multinational and multidisciplinary team

Diversity statement - As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. It is our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the future.