Role & responsibilities

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 clear 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 clear, 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 rotations, and workload balancing.
- Drive capability building (crosstraining, knowledge sessions) and maintain an uptodate knowledge base/runbooks.
- Promote a culture of firsttimeright,



ownership, and continuous improvement (CIP).
- Governance & Continuous Improvement
- Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).
- Identify automation opportunities (e.g., selfheal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
- Ensure adherence to ITIL practices, compliance, and audit readiness.

Preferred candidate profile

- Must work 2-3 days from client office in Bangalore
- 10+ years of total experience with at least 5+ years in application support leadership/management.
- Early career as a Support Engineer (handson L2/L3 troubleshooting background).
- Solid, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).
- Proven track record in major incident handling, RCA/CAPA, and SLA management.
- Excellent clientfacing communication, stakeholder management, and business engagement skills.
- Ability to lead teams under pressure, make decisions quickly, and drive outcomes.

Technical Stack (Preferred)

- .NET/ASP.NET Core, C#, REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).
- Basic knowledge of cloud (Azure/AWS), CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).
- SQL proficiency for investigation (queries, performance basics); scripting familiarity (PowerShell, Shell).

Education & Certifications

- Bachelors in Computer Science/Engineering/IT (or equivalent experience).
- ITIL Foundation (must have or commit to obtain shortly after joining).
- ServiceNow certification (e.g., CSA) preferred.

📌 Application Service Manager (Bengaluru)
🏢 Zensar
📍 Bengaluru