Applications Support Manager is responsible for planning and managing the application support activities of enterprise wide applications. Application Support Manager to be the primary point of contact for all support issues across multiple business critical applications. This is a global role, works with applications users from multiple time zones.
Qualification BE or B Tech preferably in Computer Science or IT
MSc IT or MCA
Experience with standard ticket management systems
Required Skills Support planning and SLA management
Hands on experience in ticket management tools/applications such as BMC Remedy, MS Dynamics CRM
Strong problem analysis and solving skills
Strong oral and written communication skills in English
Excellent understanding of SLA/TAT and understanding of support analytics
Deep understanding of Application Support Process and software development lifecycle (SDLC).
Familiarity with Dot.Net technologies, Web Applications Architecture
Should be open to travel on short notice.
Proven ability to manage and prioritize multiple, diverse tasks simultaneously.
Strong People Management and performance management Skills
Major responsibilities First point of contact for all application issues, IT service requests and change requests for all business stakeholders
Provides day-to-day support and guidance to the applications support team
Closely work with business users, support team and development teams in providing solutions to the issues and serve the service requests as per companys standard SLAs/Turnaround Times.
Identifies continuous improvement opportunities, and drive solutions to improve productivity & efficiency of business applications in collaboration with technology and business partners.
Responsible for coordinating the planed downtimes and related communication to all stakeholders.
Closely works with infrastructure and application hosting teams in getting unplanned application downtime incidents and root cause analysis.
Takes ownership and communication for escalated issues.
Coordinates escalation to appropriate technical, professional and service stake holders
Responsible for sending status reports, providing required support related management information for steering committee and management meetings.
Responsible for time management of the team, coaching & development and performance management of the reporting team members