Application Support Manager

Job description

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)