Description
We are seeking an Application Support Manager to lead L2/L3 production support for business‑critical applications, with a strong grounding in ServiceNow and preferred hands‑on 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 client‑facing role requiring excellent communication and the ability to influence cross‑functional teams.

Must work 2-3 days from client office in Bangalore

Responsibilities
Key Responsibilities
- Service Delivery & Operations
- Own end‑to‑end 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 post‑incident reports with clear action owners and timelines.




- Manage release readiness and post‑deployment 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 M

📌 Application Service Management (Bengaluru)
🏢 Zensar Technologies
📍 Bengaluru