Role Overview :The Level 3 Support Manager is responsible for managing and providing 24x7 third-level support for all global operational Manhattan Active customers and add-on applications, ensuring system stability, availability, and compliance with Service Level Agreements (SLAs).Key Accountabilities :- Ensure prompt and effective resolution of Level 3 incidents and problems.- Manage and schedule 24x7 third-line support coverage.- Monitor system performance proactively and apply corrective and preventive actions.- Escalate and manage critical incidents, coordinating closely with vendors and internal teams.- Develop, implement, and maintain disaster recovery and business continuity plans.Organizational Context :- Manager(s) Job Title: Global IT Director WMS Center of Excellence.- Number of Direct Reports: 6 to 8 (support analysts).Key Working Relationships :- Frequent interaction with internal stakeholders, including Testing & QA Manager, Development Manager, Functional Architects, and Product Owners,



Level 2 support.- Regular liaison with external vendors for system maintenance and issue resolution.- Periodic engagement with senior management for updates and alignment on support processes and incidents.Resource Management:- Manages support team personnel, infrastructure resources, and tools necessary for operational support.- Oversees budgets associated with maintaining operational stability and system availability.- Responsible for effective resource utilization and continuous improvement of support processes.Requirements :- Bachelor's Degree in IT, Computer Science, Engineering, or related discipline.- Minimum 7 years experience in IT support management.- Proven track record of managing 24x365 global support teams at a 3PL.- Proficiency in Manhattan Active WMS/OMS, API & EDI structures, and troubleshooting.- Robust understanding of ITIL processes and service management.- Proficiency in system monitoring tools, issue tracking systems, and support management platforms.- Desirable: ITIL Certification or similar IT service management certification. (ref:hirist.tech)

📌 Application Support Manager - Manhattan Active (Mumbai)
🏢 eTeam India
📍 Mumbai