Support Head – Application Support & Maintenance

Location

Experience

Department

Employment Type

Position Summary

Support Head

application stack (frontend, backend, cloud, DevOps)

Key Responsibilities

🔧 Support Operations & Process Setup

• Define, implement, and institutionalize

  support processes across L1, L2, and L3 tiers

  , aligned with ITIL and global best practices.
• Establish escalation workflows, SOPs, and runbooks for incident management, RCA, change requests, and knowledge base protocols.
• Ensure

  coordination with internal departments (e.g., development, infrastructure, QA)

  and

  external vendors

  to resolve cross-functional dependencies swiftly and proactively.

🚀 Automation & Proactive Monitoring

• Deploy application health monitoring tools and alert systems to ensure early detection and resolution before end-user impact.
• Identify repetitive issues and drive

  automation and permanent fixes

  with support from DevOps and engineering teams.
• Collaborate on

  CI/CD pipelines, environment management, and rollback strategies

  for live application health assurance.

📊 SLA Compliance & Governance

• Define and monitor

  SLAs for response and resolution

  , maintain tight control over ticket volumes, and regularly audit ticket quality.
• Actively track open/aging/backlogged tickets and ensure timely escalations and closures with complete RCA documentation.
• Work closely with other teams and vendor partners to ensure dependencies are addressed without delay, minimizing service interruptions.

📈 Client Communication & Cross-Stakeholder Management

• Serve as the

  primary escalation point for clients

  , driving resolution of issues with clear communication and ownership.
• Lead

  weekly/monthly/quarterly review meetings

  with stakeholders to present dashboards, RCA trends, SLA adherence, and improvement actions.
• Build strong relationships with client-side IT, infrastructure, and partner teams to

  enable seamless coordination across all dependencies and touchpoints

  .

🛠 Tools & Platform Management

• Administer and optimize use of tools like

  Zendesk, ServiceNow, Jira, Freshdesk

  , etc., ensuring structured lifecycle tracking and knowledge management.
• Maintain proper and updated documentation including SOPs, ticket histories, known issue databases, and escalation logs.

👥 Team Leadership & Development

• Lead and mentor a team of support engineers across L1, L2, and L3, promoting a culture of ownership, responsiveness, and excellence.
• Evaluate performance through defined KPIs, promote continuous learning, and ensure role clarity within the support organization.

Technical Skill Requirements

• Strong technical foundation in:

• Frontend

  : Angular, React, HTML/CSS

• Backend

  : Node.js, .NET, Java

• DevOps & Infra

  : CI/CD, Git, Docker, Jenkins

• Cloud Platforms

  : AWS (EC2, RDS, CloudWatch, S3), Azure or similar
• Hands-on experience in ITSM tools like

  Zendesk, ServiceNow, Jira Service Management

  .
• Understanding of release cycles, incident management, monitoring tools, and infrastructure dependencies.

Candidate Profile

• 12–18 years of experience with 5+ years in

  leading enterprise-level application support functions

  .
• Demonstrated ability to drive

  cross-functional collaboration

  and manage

  multi-vendor support environments

  .
• Excellent communication and stakeholder management skills with a client-centric approach.
• Strong analytical mindset with a focus on RCA, automation, and proactive service delivery.
• Certifications in

  ITIL, AWS, or DevOps

  are a plus.

What We Offer

• A leadership position with complete ownership and decision-making authority.
• Exposure to complex, enterprise-grade applications across industries.
• An environment focused on delivery excellence, innovation, and long-term career growth.
• Opportunity to

  institutionalize a scalable and future-ready support function

  .