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.

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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.

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Technical Skill Requirements

• Strong technical foundation in:

o Frontend: Angular, React, HTML/CSS

o Backend: Node.js, .NET, Java

o DevOps & Infra: CI/CD, Git, Docker, Jenkins

o 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.

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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.