Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job DescriptionRoles and Responsibilities:
Lead and mentor support analysts to ensure consistent, high-quality application support delivery.
Oversee the logging, triaging, and resolution or escalation of application-related incidents and service requests.
Monitor daily operations, ensure SLAs and KPIs are met, and provide regular performance feedback to the team.
Coordinate with L2/L3 teams and vendors for escalated issue resolution.
Ensure proper documentation of issues, resolutions, and known error databases (KEDB).
Identify recurring issues and recommend improvements to reduce ticket volume and enhance user satisfaction.
Manage access provisioning and de-provisioning in supported applications, ensuring compliance with internal controls.
Conduct knowledge sharing sessions and maintain team readiness for new application rollouts or updates.
Handle shift planning, leave management, and ensure 24/7 or business-hour coverage as per the support model.
Act as a key communication bridge between users, internal teams, and application owners.
QualificationsEducational Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
Experience:
5+ years of overall IT support experience, with at least 2 years in a team lead role.
Proven experience in L1 Application Support or IT Helpdesk handling business applications.
Familiarity with ticketing systems like ServiceNow, BMC Remedy, or similar.
ITIL certification (Foundation or higher) is highly preferred.
Mandatory / Required Skills:
Application Support: Experience in monitoring, logging, and basic troubleshooting of enterprise applications.
ITIL Practices: Strong understanding of Incident, Request, and Knowledge Management processes.
Ticketing Tools: Hands-on experience with ITSM platforms for incident tracking and SLA management.
Access Management: Basic user access provisioning and troubleshooting within application ecosystems.
Reporting & Metrics: Ability to generate and analyze support metrics and team performance reports.
Soft Skills:
Strong team management and mentoring capabilities.
Clear and effective communication with end-users and stakeholders.
Aptitude to resolve technical issues and improve processes.
Ability to work with cross-functional teams and business users.
Strong commitment to end-user satisfaction and service excellence.
Preferred Skills:
Familiarity with basic skills for application troubleshooting.
Understanding of SLAs, escalations, and Root Cause Analysis (RCA) processes.
Experience with automation/scripting for repetitive tasks.
Additional InformationBosch Internal: New opportunity 2025223 L50 - Team Lead Helpdesk Support