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 transparent 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 clear, timely updates during incidents and planned works.
• Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.

• Team Management• L

📌 Application Service Management (India)
🏢 Zensar
📍 India