Application Support Manager

Job Title: Application Support Manager

Location: Mumbai Experience: 1015+ Years in Application Production Support / IT Operations

Role Summary

We are seeking an experienced Application Support Manager to lead our Production Support team responsible for ensuring the stability, availability, and performance of business-critical applications. The ideal candidate will have strong technical expertise, leadership skills, and experience managing global support operations in a 24x7 environment.

The Application Support Manager will be responsible for Incident Management, Problem Management, Change Management, Service Delivery, stakeholder communication, and continuous service improvement while leading a team of L1/L2/L3 support engineers.

Key Responsibilities

Service Delivery

• Manage day-to-day production support operations.
• Ensure high application availability and SLA compliance.
• Lead 24x7 support operations across multiple business applications.
• Monitor production systems and proactively address potential issues.
• Drive operational excellence and continuous improvement initiatives.

Incident Management

• Lead Major Incident (P1/P2) resolution.
• Coordinate with Development, Infrastructure, Database, Cloud, and Vendor teams.
• Conduct incident reviews and Root Cause Analysis (RCA).
• Implement preventive measures to reduce recurring incidents.

Problem Management

• Identify recurring production issues.
• Drive permanent fixes with Engineering teams.
• Maintain Known Error Database (KEDB).
• Track action items until closure.

Change & Release Management

• Review production changes.
• Ensure deployment readiness.
• Participate in CAB meetings.
• Validate rollback plans.
• Coordinate production deployments.

Team Management

• Lead and mentor Application Support Engineers.

• Define KPIs and performance goals.

• Conduct regular performance reviews.
• Plan resource allocation and shift management.
• Build technical capability within the team.

Stakeholder Management

• Serve as the primary contact for business and customers during major incidents.

• Provide executive-level incident communications.
• Manage customer escalations.
• Present operational metrics to leadership.

Monitoring & Automation

• Improve monitoring coverage.

• Reduce alert noise.
• Drive automation of repetitive operational tasks.
• Enhance operational dashboards.

Documentation

• Maintain SOPs, Runbooks, Knowledge Base, and Operational Documentation.
• Ensure documentation is current and accessible.

Compliance

• Ensure adherence to ITIL processes.
• Support internal and external audits.
• Maintain operational governance.

Technical Skills

• Linux / Windows Server Administration

• SQL Server, Oracle, MySQL, PostgreSQL

• Application Servers (Tomcat, JBoss, WildFly, IIS)

• Web Servers (Nginx, Apache)

• Kubernetes & Docker

• Cloud Platforms (AWS, Azure, GCP)

• Monitoring Tools (Grafana, Prometheus, Zabbix, Nagios, Datadog, AppDynamics, Dynatrace)

• CI/CD tools (Jenkins, Azure DevOps, GitHub Actions)

• Scripting (PowerShell, Bash, Python)

• Log Analysis (ELK Stack, Splunk)

• ITSM Tools (ServiceNow, Jira, BMC Remedy)