Application Support Manager

Application Support Manager (or Associate Incident Manager)

Key Responsibilities

• Lead and manage a

  Level 1 Technical Support

  team for Zycus customers.
• Ensure

  SLA compliance

  by tracking and closing Major and Minor Incidents.
• Set up and manage

  bridge calls

  for critical incidents, driving timely resolution.
• Own escalation management and communication with internal and external stakeholders.
• Drive customer satisfaction

  (CSAT)

  through improved First Call Resolution (FCR),

  SLA adherence

  , and knowledge sharing.
• Collaborate with

  Product Management, Engineering,

  and Network Operations for cross-functional issue resolution.
• Develop, mentor, and upskill Analysts and Senior Analysts through training, daily monitoring, and

  1:1 feedback.

• Ensure updated

  documentation

  and

  knowledge base

  for all Zycus products.
• Support

  change initiatives

  and ensure compliance with service agreements and operational schedules.

Key KPIs

• SLA adherence for Incident and Escalation Management
• CSAT and DSAT scores for managed accounts
• 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:

  Strong focus on customer satisfaction, empathy, and proactive problem resolution.

• Incident & Problem Management:

  In-depth knowledge of ITIL practices with ability to manage critical issues effectively.

• Leadership & Team Management:

  Experience supervising, motivating, and mentoring technical teams.

• Communication & Influence:

  Strong verbal and written communication skills for global customers (US/EU).

• Analytical Skills:

   Logical and structured approach to troubleshooting, escalation handling, and RCA.

• Collaboration:

   Ability to work across product, engineering, and service teams to drive resolution.

Shift Requirement: This job requires working with our US customers. Candidate should be willing to work  in US Hours.

External Skills And Expertise

Experience & Qualifications Required

• 410 years of experience in Incident Management and Technical Support.
• Minimum 2 years leading a support team (6+ members).
• Prior experience in SaaS/Product-based technical support environments (preferred).
• Strong knowledge of ITIL processes (Incident, Problem, Change Management).
• Excellent communication skills tailored to global enterprise customers.
• Graduate degree in Engineering/IT or related field.

Link to Apply:https://zycus.sensehq.com/careers/jobs/57316?utm_source=NAUKRI&utm_medium=JOB_PORTAL

Ideal

• ITIL Certification.
• Prior experience managing Major Incident processes in enterprise SaaS.
• Exposure to SLA/OLA-driven environments with global customers.
• Experience in driving process improvements and change initiatives.

What We Offer

• Opportunity to work with

  global Fortune 500 clients

  in a high-impact, premium support capacity.
• A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.
• Professional growth opportunities with exposure to

  cutting-edge SaaS procurement technology

  .
• Competitive compensation and benefits.

About Zycus: