This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Manager, Applications Support based in India.

As a Manager, Applications Support, you will lead technical support and help desk operations, ensuring reliable service delivery and an exceptional user experience. You will oversee a 24/7 support team, coordinating operations across shifts, weekends, and holidays while maintaining high standards of service quality and accountability. You will play a key role in resolving complex technical incidents, improving troubleshooting practices, and ensuring issues are escalated to the appropriate teams efficiently. Working closely with cross-functional stakeholders, you will drive operational excellence, strengthen team performance, and enhance customer satisfaction. You will also identify opportunities for process improvement, implement sustainable solutions, and promote consistent service management practices. This role offers the opportunity to combine technical expertise, people leadership,



and customer-focused problem-solving in a energetic, growth-oriented environment supporting critical healthcare and clinical research operations.
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Accountabilities

• Lead and manage 24/7 help desk and technical support operations across multiple shifts, including weekends and public holidays, ensuring consistent service delivery and team accountability.

• Oversee the resolution of complex technical issues, independently troubleshooting problems or coordinating with help desk analysts and specialized support teams as required.

• Analyze high-priority and complex customer incidents, assess their impact, identify appropriate resolution strategies, and ensure issues are addressed within established service-level agreements (SLAs).

• Ensure unresolved Tier 1 incidents are thoroughly investigated, accurately documented, and assigned to appropriately qualified technical professionals for further resolution.

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📌 Manager, Applications Support (India)
🏢 Jobgether
📍 India