We are seeking an Application Support Manager to lead L2/L3 production support for businesscritical applications, with a robust 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 explicit 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 rot

📌 Service Manager Bengaluru
🏢 Zensar
📍 Bengaluru