{"id":2045470,"url":"https://alion.io/job/dassault-systemes-is-application-support-operations-lead","title":"IS Application Support Operations Lead","company":{"id":144,"name":"Dassault Systemes","domain":"3ds.com","url":"https://alion.io/company/dassault-systemes","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"B","score":75,"open_postings":31,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Power Automate","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-07T05:10:51Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T22:20:50Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"IS Application Support Operations Lead\nIndia, MH, Pune\nRegular\nApply\nKey Job Details\nLocation:\nIndia, MH, Pune\nJob type:\nRegular\nProduct:\nDassault Systèmes\nExperience level:\n0 to 3 years\nPosted on:\n10/7/2026\nRef ID:\n549990\nShare Job\nIS Application Support Operations Lead\nUnlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an Application Support Operations Lead in Pune!\nRole purpose\nDrive 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.\nKey responsibilities\nSupport 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.\nSupport 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.\nReporting 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.\nAvailability 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.\nAI 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.\nStakeholder 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.\nRequired experience and skills\n8-10 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.\nPractical experience with ITIL-aligned support processes, SLA management, major incident coordination, problem management and continual improvement.\nHands-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.\nWorking knowledge of ServiceNow, Jira Service Management, BMC Helix or equivalent, and familiarity with application monitoring, synthetic checks, logs, metrics and alerting.\nAbility to distinguish support response and resolution targets from application availability and performance objectives, and explain both to business stakeholders.\nPractical use of enterprise-approved generative AI and workflow automation, with evidence of output validation and measurable operational benefits.\nStrong written communication, executive reporting, stakeholder management and cross-team influence; experience working with distributed teams and global business users.\nDegree in information technology, computer science, engineering or a related field, or equivalent relevant professional experience.\nPreferred qualifications\nBachelor of engineering (Any relevant stream)\nITIL Foundation or higher certification; Power BI or equivalent analytics certification.\nExposure to SRE principles, cloud or SaaS operations, supplier governance, audit readiness and business continuity coordination.\nExperience with Python, PowerShell, Power Automate or equivalent automation tools, and knowledge bases or AI-assisted support solutions.\nWhat is in it for you?\nWork for the one of the biggest software companies in Europe\nWork in a culture of collaboration and innovation\nOpportunities for personal development and career progression\nChance to collaborate with a multinational and multidisciplinary team\nDiversity 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.\nInclusion statement\nAs 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. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.\nApply\nDassault Systèmes\">\nDassault Systèmes is a catalyst for human progress. We provide business and people with collaborative virtual environments to imagine sustainable innovations. By creating virtual twin experiences of the real world with our 3D EXPERIENCE platform and applications, we bring value to more than 350,000 customers of all sizes, in all industries, in more than 150 countries. Join our global community of more than 23,800 passionate individuals!\nWant to learn more?\nVisit the other sections of our website to find out more.\nOur Culture & Values\n Discover our culture and values.\nTake me there\nYour Recruitment Journey\n Get to know about your recruitment journey.\nKnow more\nStudents & Graduates\n Be part of the future of our workforce - check out internship and job opportunities.\nLearn more","description_format":"text","description_chars":8022,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Simulation & Digital Twin Software","Clinical Trial Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-10-07T19:26:29Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.612,"p_room":1,"age_days":5,"expected_fill_days":23,"reasons":["conf:8","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/dassault-systemes-is-application-support-operations-lead","json_url":"https://alion.io/job/dassault-systemes-is-application-support-operations-lead.json","meta":{"generated_at":"2026-10-13T01:03:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1560,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":144},"rest":"https://alion.io/mcp/rest/get_company?id=144"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdassault-systemes-is-application-support-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdassault-systemes-is-application-support-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdassault-systemes-is-application-support-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dassault-systemes-is-application-support-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdassault-systemes-is-application-support-operations-lead"}]}