We are seeking an Application Support Manager to lead L2/L3 production support for businesscritical applications, with a strong grounding in ServiceNow and preferred handson exposure to .NET and microservices environments. The ideal candidate started their career as a Support Engineer, has matured into people and stakeholder leadership, excels under pressure, and consistently delivers RCA, stability, and SLA adherence. This is a clientfacing role requiring excellent communication and the ability to influence crossfunctional teams.

Key Responsibilities

- Service Delivery & Operations
- Own endtoend incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations).
- Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication.
- Drive root cause analysis (RCA), corrective & preventive actions (CAPA), and publish postincident reports with clear action owners and timelines.
- Manage release readiness and postdeployment validation of application changes in partnership with Dev/DevOps.

- Technical Leadership

- Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints.
- Review logs, performance metrics, dashboards; direct teams on runbooks,



playbooks, and escalation paths.
- Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR.

- Stakeholder & Client Management

- Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls.
- Translate business impact into technical priorities; provide transparent, timely updates during incidents and planned works.
- Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.

- Team Management

- Lead and coach a team of support engineers; oversee shift rosters, oncall rotations, and workload balancing.
- Drive capability building (crosstraining, knowledge sessions) and maintain an uptodate knowledge base/runbooks.
- Promote a culture of firsttimeright, ownership, and continuous improvement (CIP).

- Governance & Continuous Improvement

- Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).
- Identify automation opportunities (e.g., selfheal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
- Ensure adherence to ITIL practices, compliance, and audit readiness.

📌 Service Manager (Bengaluru)
🏢 Zensar
📍 Bengaluru