Support Manager

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We are looking for an experienced Support Manager to lead and manage enterprise-grade production support operations for complex, distributed applications. The ideal candidate will have strong technical depth in microservices-based architectures, API-driven ecosystems, cloud (AWS), and application monitoring/log analysis, combined with excellent stakeholder and customer management skills.This role is critical in ensuring high availability, rapid incident resolution, effective root cause analysis, and seamless coordination during production incidents. The Support Manager will act as the single point of ownership during major incidents and lead cross-functional teams to resolution.

Key Responsibilities

• Lead production support operations for large-scale, business-critical applications.
• Understand and troubleshoot microservices-based APIs and distributed systems.
• Monitor, analyze, and interpret application and infrastructure logs using:
• Splunk
• Grafana
• Dynatrace
• Datadog
• Rancher dashboards
• Create, read, and maintain log analysis templates, dashboards, and alerts.
• Manage and troubleshoot mobile applications integrated with multiple backend applications and databases via APIs.
• Possess strong hands-on understanding of databases, including Couchbase, and their role in high-availability systems.
• Demonstrate working knowledge of AWS APIs and cloud-based application architectures.
• Actively manage Production Incident Bridges, including:
• Incident triage and troubleshooting
• Log-level analysis
• Coordinating with application, infra, and vendor teams
• Driving incidents to closure
• Perform and document Root Cause Analysis (RCA) for all production incidents and ensure preventive actions are implemented.
• Own and lead the incident bridge end-to-end until resolution and customer communication closure.
• Communicate clearly and effectively with customers, senior stakeholders, and leadership during incidents and escalations.
• Ensure adherence to SLA/KPI commitments and continuous service improvement.
• Be flexible to work in rotational shifts, weekends, and serve as on-call support for critical issues outside business hours.

Technical Skills Required

• Strong understanding of Microservices Architecture and REST APIs
• Monitoring & Observability Tools:
• Splunk
• Grafana
• Dynatrace
• Datadog
• Rancher
• Cloud Technologies:
• AWS (API-level understanding required)
• Databases:
• RDBMS concepts
• Couchbase (preferred)
• Application Support:
• Mobile application ecosystems
• API integrations with multiple systems and databases
• Incident Management:
• Production troubleshooting
• Log analysis
• RCA documentation

Soft Skills & Leadership Competencies

• Excellent verbal and written communication skills
• Strong customer and stakeholder management capabilities
• Ability to stay calm and decisive during high-pressure production incidents
• Proven leadership in managing cross-functional teams during incident bridges
• High sense of ownership, accountability, and decision-making ability

Qualifications

• Bachelors degree in Computer Science, IT, or a related field.
• 810 years of experience in Application Production Support / Support Management.
• Prior experience managing 24x7 support environments is highly preferred.