About the role
Role Purpose
The L1 Support Project Manager is accountable for operational governance and service performance across Service Desk Infrastructure and Application Monitoring Data Access and L15 Application Support The role brings the teams together as one support function maintains control of service levels and customer experience and drives practical improvements in stability monitoring knowledge automation and operational efficiency
Key Responsibilities
Own service delivery performance across Service Desk Infrastructure and Application Monitoring Data Access and L15 AMS services
Ensure contractual SLAs KPIs operational obligations and customer commitments are achieved with clear recovery plans for any deviation
Lead daily weekly and monthly governance forums covering performance risks escalations service improvement actions and operational readiness
Act as the primary operational escalation point for customer stakeholders and internal delivery teams during serviceimpacting events
Provide leadership during critical incidents ensuring effective coordination timely communication service restoration and followthrough on corrective actions
Govern 24x7 Infrastructure and Application Monitoring operations including event handling response monitoring coverage escalation and handoff to resolver teams
Drive improvements in quality through threshold tuning noise reduction removal of duplicate s and closure of monitoring gaps
Oversee Service Desk performance including First Contact Resolution customer experience ticket quality queue health backlog aging and workforce planning
Govern L15 AMS operations including application and datarelated incidents and requests ticket queues SLA compliance recurring issues backlog control and coordination with application owners and resolver teams
Ensure timely and goodquality root cause analysis corrective action tracking and implementation of preventive measures for recurring incidents
Drive adherence to Incident Request Problem Change Knowledge Event and Major Incident Management processes
Own the automation agenda across the inscope services maintaining a prioritized pipeline for selfservice workflow automation toticket automation knowledgeled ticket deflection and reduction of repetitive manual effort track delivery and realized benefits
Present service performance risks trends capacity concerns and improvement recommendations to SSP and LTIMindtree leadership
Manage resource capacity shift coverage skills readiness crosstraining productivity and succession for the teams in scope
Work closely with infrastructure application security EUC vendor and business teams to improve service stability and enduser experience
Required Skills and Experience
1015 years of IT operations experience including management of multitower support services in an enterprise environment
Proven experience managing L1 operations such as Service Desk Infrastructure and Application Monitoring and Application Support operations
Strong working knowledge of ITIL practices particularly Incident Event Request Problem Change Knowledge and Major Incident Management
Experience in SLA and KPI governance operational reporting service reviews escalation management and continual service improvement
Strong customerfacing communication stakeholder management decisionmaking and presentation skills
Handson understanding of ITSM platforms such as Ivanti ServiceNow Xurrent or equivalent
Ability to manage distributed teams 24x7 operations shift coverage and competing operational priorities
Preferred Additional Skills
Experience governing EUC services covering Microsoft 365 Microsoft Intune Microsoft Entra ID endpoint compliance patching software distribution and Windows endpoint support
Experience managing Kaseyabased monitoring endpoint management automation or remote support operations
Exposure to application and infrastructure monitoring tools such as Azure Monitor SolarWinds PRTG Dynatrace AppDynamics Splunk SCOM or LogicMonitor
ITIL 4 Foundation or higher certification service management or project management certification is an advantage
Experience driving selfservice Power Platform PowerShell RPA or AIenabled service improvement initiatives