Manager - Application Support

GreyOrange

7 - 10 years

4 - 5 Lacs

gurgaon haryana india

Posted:13 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Serve as the primary contact for
support escalations
for gStore applications.
Oversee and manage
support engineers
, ensuring adherence to SLAs and best practices.
Lead the delivery of high-quality, on-time application support in a
fast-paced environment
.
Monitor compliance with
application support processes and procedures
.
Provide
technical direction
, solving complex application issues with advanced troubleshooting skills.
Oversee
ITSM ticketing
, including assignment, documentation, routing, and escalation.
Assist with support requests as needed and ensure
observability and monitoring
for gStore customers.
Recommend improvements to
processes, tools, security, scalability, reliability, and performance
.
Coach and mentor support engineers to promote autonomy, efficiency, and technical growth.
Manage
HR responsibilities
for the team, including pay planning, promotions, expenses, and leave.
Generate and interpret
support metrics, KPIs, and ITSM SLAs
.
Participate in client meetings to resolve issues and present metrics.

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