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Application Support Service Manager

Application Support Service Manager

UST

6 - 10 years

0 Lacs

kochi kerala

Posted:1 week ago| Platform: Shine logo

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Skills Required

project management application support itil

Work Mode

On-site

Job Type

Full Time

Job Description

As the Application Support Service Manager, you will be responsible for ensuring the smooth and efficient operation of mission-critical applications across a 24/5 support environment in the Kochi and Trivandrum locations. Your role involves overseeing support teams, managing incidents, ensuring service levels are met, and coordinating with various stakeholders to maintain system uptime and reliability. You will work proactively to identify potential issues, improve service delivery, and ensure application performance aligns with business objectives. Your key responsibilities include overseeing 24x5 support services for critical business applications, managing incidents, and ensuring adherence to service level agreements. You will lead root cause analysis for major incidents, implement corrective actions, and ensure a robust problem management process is in place. Additionally, you will lead and manage the support team, provide leadership and mentoring, and foster a collaborative environment for effective incident management. You will proactively identify areas for improvement in application support, monitor performance trends, and collaborate with other teams to implement proactive measures. Serving as the primary point of contact for key stakeholders, you will provide regular updates on application performance, incident resolutions, and produce reports on support performance. You will also oversee change management processes, ensure compliance with regulatory and security standards, and address security vulnerabilities related to supported applications. To qualify for this role, you should have at least 6 years of experience in application support or IT service management, including 2-3 years in a leadership role. Strong understanding of ITIL processes, experience with monitoring tools and ticketing systems, and familiarity with cloud platforms are desired. You should possess excellent leadership and team management abilities, strong communication skills, and the ability to manage high-pressure situations effectively. ITIL Foundation certification is preferred, and additional certifications such as PMP or Scrum Master are a plus.,

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Application Support Service Manager