Support Manager : Enterprise Production Support

Job Title:

About the Role

Support Manager / Technical Project Manager

This role requires a proactive leader capable of driving operational excellence, ensuring service stability, and establishing strong governance across support functions. The position involves close collaboration with cross-functional Agile teams in a fast-paced environment.

Role Overview

As the Support Manager, you will be responsible for overseeing the day-to-day operations of production support, managing multiple applications, and ensuring service continuity and performance. You will also mentor support teams, drive root cause analysis, and implement process improvements to enhance service efficiency.

Key Responsibilities

• Lead and manage

  day-to-day production support

  across multiple enterprise applications.
• Ensure

  timely resolution

  of incidents, service requests, and problem tickets with minimal business impact.
• Define and enforce

  support governance models

  , including escalation protocols and stakeholder communication.
• Collaborate with application owners, infrastructure teams, and business stakeholders for smooth issue resolution.
  
• Drive

  root cause analysis (RCA)

  and implement preventive measures for recurring issues.
• Monitor application

  performance, availability, and reliability

  using Azure and other monitoring tools.
• Maintain and enhance

  support documentation

  , including runbooks and knowledge base articles.
• Ensure compliance with organizational policies and external regulations.
  
• Lead

  continuous improvement initiatives

  to optimize support efficiency and client satisfaction.
• Participate in

  Agile ceremonies

  (stand-ups, sprint planning) to align support activities with development cycles.
• Provide

  leadership and mentoring

  to support analysts and engineers (L1, L2, L3).
• Oversee

  incident escalation and reporting

  as per defined severity levels.
• Create and maintain

  innovative performance reports

  and dashboards.
• Manage relationships with internal and external stakeholders.
  
• Perform

  risk management

  and support project managers in mitigating operational risks.
• Oversee

  build planning, code reviews, and production deployments.

• Lead

  production triaging

  and ensure timely communication with impacted teams.

Required Skills & Experience

• 15+ years of IT experience

  , with at least

  5 years in a managerial capacity

  leading production support.
• Proven track record in

  enterprise-level application support and operations

  .
• Strong technical expertise in

  Microsoft technologies

  (.NET, SQL Server, IIS).
• Deep understanding of

  Microsoft Azure services

  , including monitoring, diagnostics, and automation.
• Hands-on experience with

  ITSM tools

  (ServiceNow, BMC Remedy, etc.).
• In-depth understanding of

  ITIL processes

  (Incident, Problem, Change, and Release Management).
• Exposure to

  Agile frameworks

  and experience working with Agile teams.
• Excellent communication, leadership, and stakeholder management skills.
  
• Ability to manage

  critical incidents

  and maintain composure under pressure.
• Experience in

  application transformation and migration projects.

• Strong understanding of

  SDLC (Software Development Lifecycle)

  and project documentation.

Preferred Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or equivalent discipline.
  

• ITIL Foundation or higher certification.

• Microsoft Azure Administrator or Architect certification.

• Agile or Scrum certification

  (e.g., Scrum Master, SAFe Agilist).
• Experience working in

  regulated environments

  (e.g., BFSI, Healthcare) is a plus.

Key Attributes

• Strong ownership mindset and accountability for system uptime and quality.
  
• Excellent problem-solving and analytical thinking skills.
  
• Effective communicator with both technical and non-technical stakeholders.
  
• Ability to lead and inspire cross-functional support teams.
  
• Passion for continuous improvement and operational excellence.