Software Application Support Manager

Job Summary

The Software Application Support Manager is responsible for overseeing the day-to-day support of enterprise applications, ensuring incident resolution according to defined Service Level Agreements (SLAs), and managing a team of application support engineers. This role is crucial to maintaining application performance, leading process improvements, and facilitating collaboration with stakeholders and vendors.

Responsibilities

• Application Support & Operations: Oversee day-to-day support of enterprise applications (ERP, business applications, web-based systems, and custom applications), ensuring timely incident resolution in line with defined SLAs and business priorities.
• Team Leadership & Management: Lead, mentor, and manage a team of application support engineers; allocate workload, define priorities, and conduct performance reviews.
• Stakeholder & Vendor Management: Collaborate closely with business users, IT teams, and leadership to understand application requirements and issues; manage support contracts, SLAs, and vendor performance.
• Process & Governance: Implement and improve ITIL-based processes (Incident, Problem, Change, and Release Management); drive root cause analysis (RCA) and preventive actions for recurring issues.
• Change & Enhancement Support: Support application upgrades, patches, and new feature rollouts; ensure smooth transition of applications from development to support.
• Compliance & Security: Ensure applications comply with company IT policies, security standards, and audit requirements; support internal and external audits as required.

Qualifications

• Technical Skills:
  • Strong experience supporting enterprise applications (ERP systems like SAP, Oracle, or Dynamics preferred).
  • Understanding of databases (SQL), application logs, and basic troubleshooting methods.
  • Familiarity with ITIL processes and service management tools.
  • Experience working with on-premise and/or cloud-based applications.
• Managerial & Soft Skills:
  • Proven people management and leadership skills.
  • Strong communication and stakeholder management abilities.
  • Excellent problem-solving and decision-making skills.
  • Ability to work under pressure and manage multiple priorities.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. ITIL certification is preferred.

Preferred Skills

• Experience with application performance monitoring tools.
• Knowledge of programming languages or scripting for automation tasks.

Experience

• 8–12 years of experience, including at least 3–5 years in a people-management role.

Environment

This position is based in Noida and may require collaboration with teams located in various regions. The typical work environment is an office setting with potential opportunities for remote work based on project needs.

Growth Opportunities

The role offers potential career advancement opportunities within the company, including progression to higher management roles in IT and operations.