IT Support Head – Application Support & Maintenance

Job Title: Support Head – Application Support & Maintenance

Location: Jaipur
Experience: 12–18 years
Department: Service Delivery & Support
Employment Type: Full-Time

Position Summary

We are seeking a dynamic and technically proficient Support Head to lead our Application Support & Maintenance function. The ideal candidate will take full ownership of the support ecosystem across multiple projects and clients, ensuring industry-best practices in L1, L2, and L3 support, strong process discipline, automation, proactive monitoring, SLA adherence, and consistent client satisfaction.

The role demands hands-on experience across the application stack (frontend, backend, cloud, DevOps) and a demonstrated ability to lead cross-functional coordination—including collaboration with internal departments, external vendors, and client teams to proactively resolve dependencies and deliver seamless support.

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.

Job Types: Full-time, Permanent

Pay: ₹1,800,000.00 - ₹2,400,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Application Question(s):

• do you have Certifications in ITIL, AWS, or DevOps ?
• Current city?
• current CTC?
• Expected CTC?
• Notice period duration?

Experience:

• Support Head to Application Support & Maintenance function. : 10 years (Required)
• application stack (frontend, backend, cloud, DevOps): 10 years (Preferred)
• support processes across L1, L2, and L3 tiers with ITIL: 10 years (Preferred)
• SLA Compliance & Governance: 10 years (Preferred)
• Zendesk, ServiceNow, Jira, Freshdesk, : 10 years (Preferred)
• leading enterprise-level application support functions.: 5 years (Preferred)

Work Location: In person