L2 Applications Support Lead

Req ID: 367265 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a L2 Applications Support Lead to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). L2 Applications Support Lead Location: [Noida/ Delhi NCR – Co-located with NTTDATA L2 Support team] (non-negotiable) Type: Full-time Shift: Rotational/Overlap with U.S. hours as needed Position Summary: We are seeking a highly motivated, self-driven leader to serve as the Offshore L2 Support Lead for a global hospitality customer’s digital business platform. This role is crucial in supporting day-to-day offshore L2 operations while working closely with, supporting, and maintaining strong day-to-day alignment with the customer’s Offshore Manager. More than deep technical expertise, this role emphasizes ownership, communication, operational maturity, and structured thinking. You will support the team responsible for the guest-facing digital experience on the customer’s business website and related platforms—used for key customer journeys such as property search, booking, and related digital experiences—and act as a key link in identifying, managing, escalating, and driving resolution for issues impacting the guest journey. This is not a generic support lead role. The successful candidate must be able to connect customer journey, business impact, application functionality, and operational response. The role requires someone who can operate effectively during high-pressure incidents, drive consistency across incident/problem/service management processes, and help improve monitoring, reporting discipline, and overall support effectiveness. Key Responsibilities: * Work closely with the customer’s Offshore Manager to ensure timely, transparent communication through established operational forums and shared channels. * Demonstrate self-starter behaviour and the ability to step into leadership, coordination, or decision-driving responsibilities when required by the situation. * Support and coordinate day-to-day offshore L2 operations, including monitoring, alert review, incident triage, escalation coordination, problem management follow-through, and service management support. * Identify issue severity, customer/business impact, and required escalation paths in a timely manner; ensure appropriate follow-through until closure or handoff. * Represent the offshore team during critical incidents, operational reviews, escalations, stand-ups, and service improvement discussions with accountability and sound judgment. * Foster a culture of ownership and accountability across the team—not limited to ticket handling or procedural updates—through proactive coordination, quality oversight, and escalation discipline. * Build and strengthen understanding of end-to-end application functionality, customer journeys, functional flows, technical flows, and system/data/process dependencies across integrated platforms. * Guide the team in distinguishing success vs. failure indicators across key customer-facing journeys and in troubleshooting issues using the right business and functional context. * Partner with stakeholders to identify monitoring and observability gaps across business-critical functionality; support improvements in alerting coverage, signal quality, escalation clarity, and operational response. * Help maintain and improve functional mapping of customer/business capabilities to monitoring, alerting, and operational support needs. * Participate in problem-solving discussions and RCA sessions with internal and customer teams, offering structured thinking, operational context, and actionable inputs. * Drive consistency in support execution across incident, problem, and service management processes, including clear handoffs across shifts and support processes that work effectively while mobile or under time pressure. * Monitor support metrics, shift coordination, queue hygiene, and adherence to service quality standards; raise visibility on risks, recurring issues, process breakdowns, and support gaps. * Support reporting discipline through accurate ServiceNow categorization, consistent data capture, repeatable reporting inputs, clean pre-processing of support data, and reliable operational reporting cadence. * Promote knowledge management, KB/self-service support content, and cross-training within the team to improve depth, resilience, and scalability. * Encourage an automation and continuous improvement mindset to improve support efficiency, monitoring effectiveness, and long-term scalability. Candidate Profile – What You Bring: Core Traits (Non-Negotiable): Curiosity: You proactively seek to understand how systems, integrations, and customer journeys work, and you look for opportunities to improve support effectiveness and digital guest experience. Communication: You express ideas clearly, adapt to your audience, and build trust with stakeholders and peers across cultures and geographies. You are able to communicate both technical context and business/customer impact in a structured way. Critical Thinking: You look beyond symptoms to identify patterns, likely causes, dependencies, and operational risk. You organize your thoughts, assess context, and deliver balanced, structured recommendations. Problem Solving: You stay calm under pressure and break down ambiguous or high-impact issues into actionable next steps. You know when to investigate further, when to escalate, and how to keep stakeholders aligned. Ownership & Operational Maturity: You take responsibility for outcomes, drive follow-through, and maintain discipline in support execution, reporting, and escalation handling. You do not rely only on process—you use judgment. Situational Thinking: You thrive in ambiguous, high-stakes environments. With strong situational awareness and analytical rigor, you assess context quickly and help drive others toward practical, structured solutions. Stakeholder Engagement & Communication Insight: The role demands a high level of engagement with key customer stakeholders, particularly during critical or high-pressure situations. You must be able to ask the right questions, probe for context, navigate ambiguity, and respond effectively to escalations or complaints with both professionalism and clarity. You will regularly coordinate across support, engineering, product, and service management teams to ensure timely resolution, clear communication, and a consistent customer-focused support approach. Preferred Qualifications: * 6–10+ years of overall experience, with 4–5 years in support operations, service delivery, coordination, or lead roles, preferably in offshore/nearshore delivery models. * Experience supporting customer-facing digital platforms, preferably web/mobile, transactional, eCommerce, booking, or hospitality-related environments. * Strong understanding of incident management, problem management, service management coordination, and production support operating models. * Demonstrated ability to drive structured problem-solving, operate with ownership, and act as a communication bridge across organizations. * Good working knowledge of ServiceNow or other service management tools, Jira, Confluence, MS Office, and operational reporting practices. * Exposure to logging/analysis tools such as Splunk or equivalent, and monitoring/observability tools such as Datadog, Dynatrace, or equivalent. * Ability to interpret production issues in both business and operational terms, including impact to customer experience, revenue, and operational performance. * Familiarity with knowledge base / self-service support practices, cross-training models, and scalable support process improvement is an advantage. Additional Requirements: * Must be co-located with the NTTDATA L2 Team in Noida/ Delhi NCR to ensure real-time coordination (location constraint is non-negotiable). * Willingness to work in a hybrid or rotational shift model for adequate time zone overlap, including weekend and India holiday on-call support as needed. * Comfortable working closely with customer leadership, maintaining strong day-to-day alignment with the customer’s Offshore Manager, and representing the offshore team effectively during incidents and escalations. Why This Role Matters: This is a strategic support role that blends customer focus, operational discipline, structured problem-solving, and techno-functional understanding. Your ability to think holistically, act with ownership, and connect customer impact with support action will directly influence service stability, guest experience, and the effectiveness of the offshore support model. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. 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