Application Support Manager

We are seeking a skilled Application Support Manager to lead and manage a team responsible for maintaining, troubleshooting, and optimizing business-critical applications. This role involves overseeing daily support operations, client and stakeholder management, ensuring high availability of applications, and collaborating with cross-functional teams to enhance system performance. The ideal candidate will have strong leadership, technical, client and stakeholder management and problem-solving skills to drive continuous improvements in application support services.

JOB RESPONSIBILITIES :

Application Support & Development:

• Oversee the support and maintenance of enterprise applications to ensure optimal performance and availability.
• Should have worked on applications and not only system / database level support.
• Should have an experience of defect fixing / enhancements and taking it to production via release vehicles like patch bundles, service packs, hotfixes or other similar processes.

Technical Skills:

• Should know programming languages like NET / Node JS and SQL / Mongo / PostgreSQL and not just scripting.
• Someone even with a Java programming background would be fine provided other criteria are matching.

Management of L2 (Functional) and L3 (Developers) Support Team:

• This experience is mandatory and non-negotiable and must have experience of managing the L3 Developer teams.

Technical Support Team Management:

• Metrics tracking (look for keywords like SLA, turnaround time (TAT), RCA etc.), Creating roasters, weekend support.
• Should have excellent people management skills.
• Lead and mentor a team of application support analysts and developers.

Stakeholder & Vendor Management:

• Manage Stakeholders, vendor relationships, service level agreements (SLAs), and contract negotiations.

Process Improvement & Optimization:

• Identify opportunities for automation and efficiency improvements in application support processes.
• Drive continuous improvement initiatives to enhance application stability, performance, and user experience.
• Ensure compliance with IT security policies, data protection regulations, and industry standards.

Project & Change Management:

• Participate in system upgrades, migrations, and new application deployments.
• Collaborate with development teams to test and deploy new features or fixes.
• Manage application release cycles and ensure minimal disruption to business operations

REQUIRED SKILLS:

Education & Experience:

• Bachelors degree in computer science, Engineering, Information Technology, or a related field.
• Minimum 6+ years of experience in application support, especially handling a team of L3 Developers and stakeholder and escalation management experience.

Technical Skills:

• Should know programming languages like NET / Node JS and SQL / Mongo / PostgreSQL and not just scripting.
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Jira, Remedy).

Soft Skills:

• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a proactive approach to issue resolution.

Preferred Qualifications:

• ITIL certification is a big plus.
• Experience working in Agile or Azure DevOps environments is a plus.