Job highlights

- Graduate / Postgraduate in Computer Science,IT,Engineering,or equivalent. 12-16 years of experience in Application Support / Production Support / IT Operations. Strong ITSM background with exposure to major incident and problem management. Certifications preferred: ITIL Foundation / Intermediate.
- KEY COMPETENCIES / SKILLS REQUIRED
- DESIRED QUALIFICATION & EXPERIENCE

Position: Senior Manager - Application Support

Department: Information Technology

Function: IT Services

Reporting to: AVP, SRE

Location: Gurgaon - HO

Team Size: (As applicable)

JOB SUMMARY

This role is responsible for end-to-end governance, coordination, and delivery of Application Support operations for business-critical systems. The position ensures service stability, adherence to SLAs/SLEs, and productive incident, problem, and change management processes in collaboration with internal teams and external vendors.

The role focuses on strong ITSM practices, vendor oversight, operational reporting, and driving major incident management (Sev1/Sev2) while ensuring continuous service improvement.

KEY RESPONSIBILITIES Incident and Problem Management

1. Drive and govern day-to-day production support operations for assigned applications.
2. Lead Sev1/Sev2 triage calls, ensure timely business communication, and coordinate cross-functional actions until resolution.
3. Manage incident ageing, backlog, trends, and publish dashboards/MIS for leadership review.
4. Govern and track RCAs/RCCAs to closure and ensure reduction in repeat incidents.
5. Co-lead the problem management process-identify patterns, raise problem tickets, and ensure long-term fixes with technical teams.

Service Delivery & SLA Governance

1. Ensure adherence to SLAs, SLEs, OLAs for all production and application support activities.
2. Track and govern vendor performance, ensuring timely delivery and quality of service.
3. Monitor operational hygiene-ticket quality, ageing, escalations,



communication standards, and audit compliance.

Stakeholder & Vendor Management

1. Act as primary liaison with business stakeholders, IT teams, and partner vendors for issue resolution and updates.
2. Coordinate with third-party vendors for escalations, performance reviews, and service improvements.
3. Ensure transparent and timely communication regarding incidents, service disruptions, and performance trends.

Monitoring & Operational Excellence

1. Use enterprise monitoring tools (Dynatrace, AppDynamics, CloudWatch, etc.) to track application performance and proactively flag issues.
2. Ensure continuous service improvement through analysis, process enhancements, and automation opportunities.
3. Maintain knowledge bases, SOPs, checklists, and ensure readiness for audits and compliance.

Reporting & Governance

1. Publish dashboards for incident trends, application stability, SLA compliance, and operational metrics.
2. Support governance forums-Weekly/Monthly service reviews, MIM bridge, Problem Review Board, etc.

Team Enablement

1. Work closely with internal support teams and partners, ensuring clarity in responsibilities and smooth issue handling.
2. Mentor junior team members to strengthen ITSM discipline and operational maturity.

MEASURES OF SUCCESS

1. Reduction in repeat incidents and timely RCA closure.
2. SLA/SLE compliance across incidents, service requests, and changes.
3. Timely and accurate dashboards on incident ageing, trends, and MIS.
4. Effective handling of Sev1/Sev2 major incidents with minimal business impact.
5.



Strong stakeholder satisfaction and improved communication experience.
6. Vendor adherence to performance commitments and proactive issue management.
7. Zero major audit findings related to incident/problem/change processes.
8. Well-maintained documentation and knowledge bases.

KEY RELATIONSHIPS Internal: IT Services, SRE, Application Teams, PMO, Business Users, Change Managers, Major Incident Managers

External: IT Vendors, Managed Service Providers, Tool Partners

KEY COMPETENCIES / SKILLS REQUIRED

Strong knowledge of ITSM concepts-Incident, Problem, Change, and Service Request Management

Proven experience in Production Support / Application Support operations

Experience handling and driving Sev1/Sev2 major incidents

Vendor management, SLA governance, and contract performance tracking

Strong communication, coordination, and stakeholder management skills

Working knowledge of monitoring tools (Dynatrace / New Relic / AppDynamics preferred)

Strong analytical capability for incident trends, dashboards, and reporting

Ability to manage cross-functional teams in a fast-paced environment

Good understanding of audit, compliance, and risk practices related to IT operations

DESIRED QUALIFICATION & EXPERIENCE

Graduate/Postgraduate in Computer Science, IT, Engineering, or equivalent

12-16 years of experience in Application Support / Production Support / IT Operations

Strong ITSM background with exposure to major incident and problem management

Certifications preferred: ITIL Foundation/Intermediate

Experience in working with enterprise applications, vendor ecosystems, and monitoring tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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