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 spanet. 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 Summary
The App Support Lead is responsible for managing and overseeing the support and maintenance of business applications, ensuring their optimal performance and availability. This role involves coordinating with various teams and customers, managing communication with stakeholders, and implementing strategies to enable more automation. Leading a team of support executives includes providing guidance, coaching, and mentoring teams to ensure high-quality support services are delivered.
Key Responsibilities
- Team Management: Oversee support teams, ensuring adherence to performance standards and service level agreements
- Ticket Management: Prioritize and manage incident tickets, ensuring timely resolution and effective communication with customers
- Technical Expertise: Provide operational expertise with various modern application technologies for web applications, Containers, & Orchestration platforms, API Integrations, Microservices and Cloud native applications,
- Incident and Problem Management: Lead the implementation and adherence to incident, problem, and change management processes
- Collaboration: Work closely with development teams to ensure flawless releases and adherence to proper procedures
- Service Improvement: Continuously review and enhance application run books, technology recovery action plans, and overall service delivery
- Customer Communication: Ensure effective communication during customer notifications and service impacts
- Training and Mentorship: Mentor and develop the technical and personal skills of team members
Required Skills / Must-Have
Technical Skills: SQL, ITSM tools (ServiceNow, Remedy), application monitoring tools (DataDog), scripting (PowerShell, Python).
Knowledge of AI
Experience: 5–8 years in application support, with at least 2 years in a leadership role.
Process Knowledge: ITIL framework, incident/problem/change management.
Soft Skills: Strong communication, stakeholder management, team leadership.
Nice-to-Have / Preferred Skills
Cloud Platforms: Exposure to Azure, Kubernetes, Microservices.
DevOps Tools: Jenkins, Git, CI/CD pipelines.
Domain Knowledge: Experience in digital platforms, airline/aviation systems, or enterprise service desks.
Certifications: ITIL v4 Foundation, Azure Cloud.
Education & Qualifications
Primary / Preferred Education
Bachelor’s degree in Engineering, Information Technology, or Science(preferred).
Secondary / Acceptable Alternatives Education
Preferred: MBA in IT Management or Operations
Certifications / Licenses
Preferred: Microsoft Certified: Azure Fundamentals
Skills Grouping & Synonyms
Application Support: “L2/L3 support / production support / business-as-usual (BAU) operations”
Monitoring & Automation: “DataDog; scripting / automation / runbook”
Process & Governance: “ITIL / incident management / RCA / change control”
Leadership: “Team lead / support manager / shift lead / service delivery”
Additional information
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., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in
At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’
