Application Support Manager

Role-

Expected Years of Experience

Purpose

• Responsible for production support & release management of all application
• Ensure "Run the Business" function for responsible applications is run with high uptime, and service-levels for resolutions
• Ensure the builds are ring fenced with right approvals and tests before production movement
• Manage the team along with L2 staff of the service desk, including motivating the team, recruitment, writing reviews, preparing overall performance evaluations and training

Key responsibilities

Responsibilities will include but will not be restricted to:

• Develop, manage, measure and report on key service-level metrics
• Strive for continuous improvement of incident management process and integration with other IT operations management processes
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Perform collaboration sessions and develop action plans to address the knowledge transfer from the application development team for new releases
• Managing and troubleshooting applications, including issues relating to compatibility, configuration, and performance.
• Manage relationships with vendors for technical equipment and materials required for operations.
• Ensuring that the applications meet high standards for performance, reliability, and availability.
• Trend analyses and action plans for improving service timeliness and reducing costs

Technical requirements

• Bachelor’s degree in Business, Engineering, or any other related field.
• 15-18 years of experience in the relevant field with last 5 years in managing different teams.
• Super strong in SQL and support in Java or DotNet based applications
• Knowledge of IT service desk tools and best practices, ITIL certification and proven troubleshooting skills.
• Should have experience with enterprise applications monitoring and analytics tools to help identify and troubleshoot issues.
• Good to have familiarity with security measures, secure authentication protocols, app level permissions and management.

Qualitative Requirements

• Excellent verbal and written communication skills.
• Ability to work with various departments to facilitate the orderly execution of a proposed project plan
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.

  Role & responsibilities

Preferred candidate profile

Perks and benefits