Team Management:
• Lead, mentor, and develop a team of application support specialists.
• Assign tasks and responsibilities, ensuring efficient workload distribution.
• Conduct regular performance evaluations and provide feedback to team members.
• Encourage adoption of up-to-date operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.
Support Operations:
• Oversee the day-to-day operations of the application support team.
• Ensure timely and effective resolution of incidents and service requests.
• Develop and implement support processes and best practices to improve service delivery.
• Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.
• Ensure adherence to ITIL practices to maintain consistent and structured service operations.
Incident and Problem Management:
• Monitor and manage the incident lifecycle, ensuring adherence to SLAs.
• Analyze incident trends and identify root causes of recurring issues.
• Collaborate with development and infrastructure teams to implement permanent solutions.
• Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions.
• Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.
Stakeholder Collaboration:
• Work closely with business units to understand their application needs and priorities.
• Liaise with vendors and third‑party service providers to ensure optimal application performance.
• Communicate effectively with stakeholders regarding application issues and updates.
• Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.
Continuous Improvement:
• Identify opportunities for process improvements and automation within the support function.
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📌 Manager, Application Support (Pune)
🏢 Ensono
📍 Pune