BENGALURU · FULLTIME
Application Service Management Professional
Zensar Technologies
Bengaluru · onsite · Posted 13d ago
Sourced from
Undisclosed10–15 yrsfulltimeBengaluru
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Section · 01
About this role
We are seeking an Application Support Manager to lead L2/L3 production support for business-critical applications, with a strong grounding in ServiceNow and preferred hands-on exposure to .NET and microservices environments. The ideal candidate started their career as a Support Engineer , has matured into people and stakeholder leadership, excels under pressure, and consistently delivers RCA , stability , and SLA adherence. This is a client-facing role requiring excellent communication and the ability to influence cross-functional teams.
Must work 2-3 days from client office in Bangalore
Must-Have Qualifications
- Must work 2-3 days from client office in Bangalore
- 10+ years of total experience with at least 5+ years in application support leadership/management .
- Early career as a Support Engineer (hands-on L2/L3 troubleshooting background).
- Strong, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).
- Proven track record in major incident handling , RCA/CAPA , and SLA management .
- Excellent client-facing communication , stakeholder management, and business engagement skills.
- Ability to lead teams under pressure , make decisions quickly, and drive outcomes.
Technical Stack (Preferred)
- .NET/ASP.NET Core , C# , REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).
- Basic knowledge of cloud (Azure/AWS) , CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).
- SQL proficiency for investigation (queries, performance basics); scripting familiarity ( PowerShell , Shell ).
Education Certifications
- Bachelor s in Computer Science/Engineering/IT (or equivalent experience).
- ITIL Foundation (must have or commit to obtain shortly after joining).
- ServiceNow certification (e.g., CSA ) preferred.
Soft Skills
- Strong ownership, situational leadership, and conflict resolution.
- Structured problem solving and crisp written/verbal communication.
- Empathy and coaching mindset; ability to motivate teams during high-pressure incidents.
Key Responsibilities
- Service Delivery Operations
- Own end-to-end incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations).
- Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication.
- Drive root cause analysis (RCA) , corrective preventive actions (CAPA), and publish post-incident reports with clear action owners and timelines.
- Manage release readiness and post-deployment validation of application changes in partnership with Dev/DevOps.
- Technical Leadership
- Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints.
- Review logs, performance metrics, dashboards; direct teams on runbooks, playbooks, and escalation paths.
- Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR.
- Stakeholder Client Management
- Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls.
- Translate business impact into technical priorities; provide clear, timely updates during incidents and planned works.
- Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.
- Team Management
- Lead and coach a team of support engineers; oversee shift rosters, on-call rotations, and workload balancing.
- Drive capability building (cross-training, knowledge sessions) and maintain an up-to-date knowledge base/runbooks .
- Promote a culture of first-time-right , ownership, and continuous improvement (CIP).
- Governance Continuous Improvement
- Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).
- Identify automation opportunities (e.g., self-heal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
- Ensure adherence to ITIL practices, compliance, and audit readiness.
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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Section · 02
Skills
CSATAsp.Net CoreAutomationDevopsGrafanaDockercustomer satisfactionCI/CD PipelinesCadenceapisamazon web servicesDynatraceCapability BuildingCMDBCAPAChange ManagementApplication SupportdeploymentcloudcomplianceMicrosoft Azure
Section · Company
About Zensar Technologies
Zensar Technologies
IT Services & Consulting
10.0k+
employees
2001
25 years old
Pune, Maharashtra
India
About
Zensar is a global organization that conceptualizes, builds, and manages digital products through experience design, data engineering, and advanced analytics for leading companies.
Industries
IT Services & Consulting
Employee ratings
2,994 reviews
3.7/ 5
Culture
3.5
Career growth
3.0
Work-life
3.8
Employees rate it well for
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