Job Title: Application Support Manager

Location: Mumbai Experience: 1015+ Years in Application Production Support / IT Operations

Role Summary

We are seeking an experienced Application Support Manager to lead our Production Support team responsible for ensuring the stability, availability, and performance of business-critical applications. The ideal candidate will have robust technical expertise, leadership skills, and experience managing global support operations in a 24x7 environment.

The Application Support Manager will be responsible for Incident Management, Problem Management, Change Management, Service Delivery, stakeholder communication, and continuous service improvement while leading a team of L1/L2/L3 support engineers.

Key Responsibilities

Service Delivery

- Manage day-to-day production support operations.
- Ensure high application availability and SLA compliance.
- Lead 24x7 support operations across multiple business applications.
- Monitor production systems and proactively address potential issues.
- Drive operational excellence and continuous improvement initiatives.

Incident Management

- Lead Major Incident (P1/P2) resolution.
- Coordinate with Development, Infrastructure, Database, Cloud, and Vendor teams.
- Conduct incident reviews and Root Cause Analysis (RCA).
- Implement preventive measures to reduce recurring incidents.

Problem Management

- Identify recurring production issues.
- Drive permanent fixes with Engineering teams.
- Maintain Known Error Database (KEDB).
- Track action items until closure.

Change & Release Management

- Review production changes.




- Ensure deployment readiness.
- Participate in CAB meetings.
- Validate rollback plans.
- Coordinate production deployments.

Team Management

- Lead and mentor Application Support Engineers.
- Define KPIs and performance goals.

- Conduct regular performance reviews.
- Plan resource allocation and shift management.
- Build technical capability within the team.

Stakeholder Management
- Serve as the primary contact for business and customers during major incidents.

- Provide executive-level incident communications.
- Manage customer escalations.
- Present operational metrics to leadership.

Monitoring & Automation

- Improve monitoring coverage.

- Reduce alert noise.
- Drive automation of repetitive operational tasks.
- Enhance operational dashboards.

Documentation

- Maintain SOPs, Runbooks, Knowledge Base, and Operational Documentation.
- Ensure documentation is current and accessible.

Compliance

- Ensure adherence to ITIL processes.
- Support internal and external audits.
- Maintain operational governance.

Technical Skills

- Linux / Windows Server Administration
- SQL Server, Oracle, MySQL, PostgreSQL
- Application Servers (Tomcat, JBoss, WildFly, IIS)
- Web Servers (Nginx, Apache)
- Kubernetes & Docker
- Cloud Platforms (AWS, Azure, GCP)
- Monitoring Tools (Grafana, Prometheus, Zabbix, Nagios, Datadog, AppDynamics, Dynatrace)
- CI/CD tools (Jenkins, Azure DevOps, GitHub Actions)
- Scripting (PowerShell, Bash, Python)
- Log Analysis (ELK Stack, Splunk)
- ITSM Tools (ServiceNow, Jira, BMC Remedy)

📌 Application Support Manager (Mumbai)
🏢 DNEG
📍 Mumbai