Dear Candidate

Greetings from Kiya.ai

We have an excellent prospect for Support Manager role. Kindly find the job description below.

Job Description:

We are seeking an experienced Support Manager to lead a single enterprise Application Maintenance and Managed Support engagement. The role requires 1012 years of experience in IT Service Management, application support, customer engagement, people management, and operational governance. The Support Manager will be accountable for service stability, SLA compliance, customer satisfaction, continuous improvement, and leading a high-performing support team.

Key Responsibilities

- Lead end-to-end application maintenance and managed support services for a critical enterprise application.
- Ensure compliance with contractual SLAs, KPIs, OLAs, and customer expectations.
- Own Incident, Problem, Change, Release, Knowledge, Request Fulfilment, and Service Level Management processes.
- Lead Major Incident (P1/P2) management, customer communications, and Root Cause Analysis.
- Conduct Weekly Operational Reviews, Monthly Service Reviews, and governance meetings.
- Manage a team of 25-35 support professionals including Technical Leads, L2 and L3 engineers.
- Drive hiring, onboarding, mentoring, performance management, succession planning, and employee engagement.
- Coordinate with development, infrastructure, database, and business teams for timely issue resolution.
- Drive continual service improvement through automation, knowledge management, and process optimization.
- Monitor operational dashboards and improve MTTR, FTR, backlog, and SLA performance.
- Manage resource planning, shift planning, leave planning,



and capacity management.
- Ensure compliance with ITIL, Information Security, audit, and organizational quality standards.
- Prepare executive dashboards, service reports, and operational metrics for customer leadership.
- Support production releases and ensure operational readiness.

Required Skills & Experience

- 10–12 years of experience in Application Support / AMS / Managed Services.
- 3–5 years of people management experience.
- Strong knowledge of ITIL v4 Service Management. Certification Mandatory.
- Experience supporting Microsoft .NET applications.
- Hands-on experience with ServiceNow, JIRA, and Confluence.
- Exposure to Azure DevOps and monitoring tools such as AppDynamics, Dynatrace, Splunk, Grafana, or Azure Monitor is preferred.
- Excellent communication, stakeholder management, analytical, and decision-making skills.

Leadership Competencies

- People Management
- Coaching & Mentoring
- Customer Relationship Management
- Conflict Resolution
- Executive Communication
- Strategic Thinking
- Risk Management
- Continuous Improvement Mindset

Key Performance Indicators (KPIs)

- SLA Compliance
- MTTR
- MTBF
- First Time Resolution
- Ticket Backlog & Aging
- Change Success Rate
- Customer Satisfaction (CSAT)
- Knowledge Base Growth
- Automation Initiatives
- Zero Critical SLA Breaches

Qualifications

- Graduate in Engineering, Computer Science, Information Technology, or related discipline (preferred).
- ITIL Foundation v4 – Mandatory.
- PMP / PRINCE2 Practitioner – Preferred.
- Scrum Master Certification – Preferred.
- Microsoft Azure Fundamentals (AZ-900) – Preferred.

📌 Excellent opportunity For Support Manager (Maharashtra)
🏢 Kiya.ai
📍 Maharashtra