Are you ready to lead a dynamic team and ensure the optimal performance of a cutting-edge payment gateway?
Our client is on the lookout for an experienced and driven Application Support Manager to lead their 24×7 service desk and application support/incident management team in the Mumbai Metropolitan Region. If you thrive on challenges, are proactive, and aim to elevate your team to recent heights, this role is perfect for you
About Our Client:
Our client’s Application Support teams are pivotal in ensuring the seamless operation of their payment gateway and network of global payment providers, including telecom carriers, wallets, and banks. Their dedicated service desk and two-tier application support team monitor and respond to alerts and incidents 24/7, ensuring prompt triage and escalation for swift resolution.
Your key job responsibilities as the Application Support Manager will include:
- Incident Management: Oversee incident management processes for payment applications, ensuring timely identification, prioritization,
and resolution. Continuously improve policies to meet industry regulations and maintain operational resilience.
- Team Leadership: Lead and mentor a team of application support specialists, optimizing incident response and resolution. Drive team development through recruitment, onboarding, training, and performance management.
- Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing, ensuring adherence to SLAs and quality standards.
- Performance Monitoring: Govern vendor performance against KPIs, SLAs, quality standards, and resilience requirements.
- Incident Coordination: Coordinate incident response across technical teams and stakeholders, ensuring effective communication and escalation. Analyze incident trends to implement proactive measures.
- Documentation: Maintain comprehensive incident management documenta
📌 Application Support Manager (Mumbai)
🏢 Initiate International
📍 Mumbai
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