Application Support Manager

This is a Remote Job. Candidate should be Willing to work in U.S. business hours. (Eastern Time Zone)

Role Overview

The Support Manager will be responsible for providing end-to-end support to customers using banking application systems. The role involves managing functional application support, ensuring smooth coordination between internal teams (Infrastructure, Product, and Development), and maintaining strong, long-term client relationships.

The ideal candidate is passionate about technology, resourceful, and has excellent customer-facing and coordination skills. This person will act as a client advocate, ensuring customer satisfaction, managing escalations, and driving continuous improvement in service delivery.

Job Responsibilities

Client & Account Management

• Develop and manage strong operational relationships with clients.
• Support client onboarding activities and manage day-to-day client interactions.
• Identify, prioritize, and address key client service issues.
• Coordinate the execution of processes related to contract renewals, extensions, revisions, and amendments.
• Manage intake of new business/service requests, pricing changes, and maintain the client roadmap for established opportunities.

Service Delivery

• Lead client interaction and communication to ensure a best-in-class client experience.
• Liaise effectively between clients and internal peer groups including Product Management, Technology, Shared Services, and Operations.
• Ensure timely resolution of client issues and coordinate with internal teams for escalations.

Strategic Relationship Building

• Build strong, strategic relationships with key client stakeholders.
• Develop a deep understanding of client industries, key initiatives, and challenges.
• Identify and deliver on growth opportunities, cost efficiencies, and service enhancements.

Risk & Rationalization

• Support delivery of strategies to identify and phase out high-risk legacy solutions not aligned with core products or services.
• Identify potential risks through client journey mapping and service gap analysis.
• Provide inputs to the business risk register and suggest mitigation actions.

Leadership & Collaboration

•  Work closely with Support Engineers, Infrastructure, Product, and Development teams to ensure smooth client operations.
• Advocate for clients internally and externally, ensuring their needs are represented across teams.

Prerequisites & Qualifications

• 6+ years of experience in the IT industry with

  2+ years of progressive experience

  in client relationship or customer support roles.
• Willingness to work in

  U.S. business hours

  .
• Proficiency with

  Microsoft Office

  ,

  Salesforce

  , and

  JIRA

  .

• Bachelor’s degree

  (or equivalent experience).
• Experience in the

  financial or banking industry is Mandatory

  ,
• Handling high-profile clients.
• Strong

  project management skills

  to support execution of client roadmaps and delivery of key initiatives.
• Excellent communication, problem-solving, and interpersonal skills.

You may kindly share your details at praveen.dighe@hwtglobal.com