Application Support Manager

Job Description

JOB SUMMARY: We are seeking a skilled Application Support Manager to lead and manage a team responsible for maintaining, troubleshooting, and optimizing business-critical applications. This role involves overseeing daily support operations, client and stakeholder management, ensuring high availability of applications, and collaborating with cross-functional teams to enhance system performance. The ideal candidate will have strong leadership, technical, client and stakeholder management and problem-solving skills to drive continuous improvements in application support services. KEY RESPONSIBILITIES: Application Support & Maintenance: Oversee the support and maintenance of enterprise applications to ensure optimal performance and availability. Monitor application health, troubleshoot issues, and coordinate resolutions with internal teams and external vendors. Implement and enforce best practices for incident, problem, and change management. Develop and maintain documentation for application support, including workflows, troubleshooting guides, and FAQs. Team Management & Leadership: Lead and mentor a team of application support analysts and engineers. Assign tasks, set performance goals, and provide regular feedback to team members. Ensure adequate training and knowledge transfer within the team. Stakeholder & Vendor Management: Act as a point of contact between IT teams, BUs, and external vendors for application-related issues and enhancements. Work closely with stakeholders to understand their needs and ensure applications meet operational requirements. Manage vendor relationships, service level agreements (SLAs), and contract negotiations. Process Improvement & Optimization: Identify opportunities for automation and efficiency improvements in application support processes. Drive continuous improvement initiatives to enhance application stability, performance, and user experience. Ensure compliance with IT security policies, data protection regulations, and industry standards. Project & Change Management: Participate in system upgrades, migrations, and new application deployments. Collaborate with development teams to test and deploy new features or fixes. Manage application release cycles and ensure minimal disruption to business operations REQUIRED QUALIFICATIONS AND SKILLS: Education & Experience: Bachelors degree in computer science, Engineering, Information Technology, or a related field. 6+ years of experience in application support, IT service and stakeholder management, or a similar role. Prior experience leading a technical support team. Technical Skills: Should be from an IT development background and having experience of enterprise applications and cloud platforms. Should be able to at least understand basic coding. Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Jira, Remedy). Soft Skills: Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities. Ability to work under pressure and manage multiple priorities. Customer-focused mindset with a proactive approach to issue resolution. Preferred Qualifications: ITIL certification or experience with knowledge of cloud services. Experience working in Agile or Azure DevOps environments. Interested candidates who have worked in an IT Product or IT Services and having strong experience of Application Support can email their CVs to parikshitj@excellonsoft.com or careers@excellonsoft.com