Job Description:

1. IT Service & Support Management

- Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.
- Monitor application health dashboards and ensure proactive issue prevention and resolution.
- Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
- Identify recurring issues and drive problem management activities to eliminate root causes.
- Ensure alignment to ITIL incident, problem, and change management processes.
- Collaborate with InfoSec teams to monitor and close security incidents promptly.

2. Quality Assurance

- Define operational KPIs and track adherence to service quality metrics.
- Implement continuous improvement programs for application support functions.




- Conduct periodic service reviews and initiate corrective/preventive actions when required.
- Ensure documentation, knowledge base updates, and service continuity plans are current.

3. Vendor Management

- Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
- Review vendor performance and drive governance meetings for service improvement.
- Oversee contract renewals, support agreements, and escalations for major incidents.
- Ensure vendors adhere to security, compliance, and audit requirements.

📌 Manager- Digital Transformation Application Support Pune
🏢 Talent Leads Consultants
📍 Pune