Application Support Manager

As an Application Support Manager (or Associate Incident Manager) at Zycus, you will play a crucial role in leading the frontline support operations for premium customers globally. Your responsibilities will include managing incidents, ensuring SLA adherence, and providing a seamless support experience. Your expertise in incident management and ITIL processes will be pivotal in achieving customer satisfaction and operational excellence. **Key Responsibilities:** - Lead and manage a Level 1 Technical Support team for Zycus customers. - Ensure compliance with SLAs by tracking and closing Major and Minor Incidents. - Coordinate bridge calls for critical incidents to drive timely resolution. - Manage escalations and communicate effectively with internal and external stakeholders. - Enhance customer satisfaction through improved First Call Resolution (FCR) and knowledge sharing. - Collaborate with cross-functional teams for issue resolution and product enhancements. - Mentor and develop Analysts and Senior Analysts through training and feedback. - Maintain updated documentation and knowledge base for Zycus products. - Support change initiatives and ensure service agreement compliance. **Key KPIs:** - SLA adherence for Incident and Escalation Management - Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) scores - First Call Resolution (FCR) rate - RCA completion and communication accuracy - Analyst and team performance metrics - Escalation resolution and turnaround time **Core Competencies:** - Customer-Centric Mindset - Incident & Problem Management - Leadership & Team Management - Communication & Influence - Analytical Skills - Collaboration **Job Requirement:** **Required:** - 4-10 years of experience in Incident Management and Technical Support. - Minimum 2 years of experience leading a support team. - Strong knowledge of ITIL processes. - Excellent communication skills. - Graduate degree in Engineering/IT or related field. **Ideal:** - ITIL Certification. - Experience managing Major Incident processes in enterprise SaaS. - Exposure to SLA/OLA-driven environments. - Experience in driving process improvements. This role will require working with US customers, so the candidate should be willing to work in US Hours. **What We Offer:** - Opportunity to work with global Fortune 500 clients in a high-impact support role. - Collaborative work culture with a focus on customer satisfaction. - Professional growth opportunities in cutting-edge SaaS procurement technology. - Competitive compensation and benefits.,