Application Service Manager

Role & responsibilities

Key Responsibilities

• Service Delivery & Operations
• Own endtoend 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 postincident reports with clear action owners and timelines.
• Manage release readiness and postdeployment 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, oncall rotations, and workload balancing.
• Drive capability building (crosstraining, knowledge sessions) and maintain an uptodate knowledge base/runbooks.
• Promote a culture of firsttimeright, 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., selfheal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
• Ensure adherence to ITIL practices, compliance, and audit readiness.

Preferred candidate profile

• 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 (handson 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 clientfacing 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

• Bachelors 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.