Application Support Manager

Role & responsibilities

Role

The Application Support Engineer is responsible for ensuring the stability, availability, and smooth functioning of business-critical applications and IT services. The role requires strong technical troubleshooting, proactive monitoring, incident and problem management, coordination with development/infrastructure teams, and effective communication with business stakeholders

Key Responsibilities

• Provide L2/L3 production/application support for business-critical applications and services.

• Take end-to-end ownership of production incidents, from identification and diagnosis through resolution and closure.

• Troubleshoot application, database, API, batch, integration, infrastructure, and performance-related issues.

• Monitor production systems and proactively identify potential service-impacting issues.

• Perform Root Cause Analysis (RCA) for recurring and high-impact incidents and drive corrective/preventive actions.

• Coordinate with application development, database, infrastructure, network, Bank Team, vendor, and business teams for issue resolution.

• Support deployment, release, configuration, and production validation activities.

• Review system/application logs, API responses, database queries, scheduled jobs, and monitoring alerts to identify issues.

• Execute approved database queries/scripts and operational activities while following change management and access-control processes.

• Maintain operational documentation, SOPs, troubleshooting guides, knowledge articles, incident records, and support runbooks.

• Identify recurring manual activities and recommend automation and process improvements.

• Provide timely incident updates and clearly communicate business impact, resolution status, workarounds, and recovery.

• Participate in Major Incident Management and support critical business events/releases as required.

• Mentor junior support engineers and assist in technical troubleshooting and knowledge enhancement.

• Perform trend analysis of incidents and identify opportunities to improve application availability and operational resilience.

Preferred candidate profile

Qualification & Experience

• Bachelors degree, Computer Science, IT, or equivalent qualification

• 3-7 years of experience in application/production/IT support

• Hands-on experience supporting business-critical production systems

• Experience in Banking / Financial-services applications would be an advantage

Preferred Skills

• Strong knowledge of SQL and relational databases

• Good understanding of APIs, web services and application integrations

• Understanding of ITSM processes such as Incident Management, Change Management, Problem Management, Release Management etc.

• Familiarity with application and infrastructure monitoring tools