Application Support Manager
Application Support Manager
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Job Description
Join Our Team as anApplication Support ManagerinMumbai!
Are you ready to lead a dynamic team and ensure the optimal performance of a cuttingedge payment gateway Our client is on the lookout for an experienced and drivenApplication Support Managerto lead their 247 service desk and application support/incident management team in theMumbaiMetropolitan Region. If you thrive on challenges are proactive and aim to elevate your team to new heights this role is perfect for you!
About Our Client:
Our clients Application Support teams are pivotal in ensuring the seamless operation of their payment gateway and network of global payment providers including telecom carriers wallets and banks. Their dedicated service desk and twotier application support team monitor and respond to alerts and incidents 24/7 ensuring prompt triage and escalation for swift resolution.
Your keyjobresponsibilities as theApplication Support ManagerinMumbai Indiawill include:
- Incident Management: Oversee incident management processes for payment applications ensuring timely identification prioritization and resolution. Continuously improve policies to meet industry regulations and maintain operational resilience.
- Team Leadership: Lead and mentor a team of application support specialists optimizing incident response and resolution. Drive team development through recruitment onboarding training and performance management.
- Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing ensuring adherence to SLAs and quality standards.
- Performance Monitoring: Govern vendor performance against KPIs SLAs quality standards and resilience requirements.
- Incident Coordination: Coordinate incident response across technical teams and stakeholders ensuring effective communication and escalation. Analyze incident trends to implement proactive measures.
- Documentation: Maintain comprehensive incident management documentation including incident reports postmortems SOPs and root cause analysis.
- Monitoring Systems: Regularly review application monitoring systems to detect issues early and implement proactive strategies.
- Customer Support: Serve as a primary point of contact for escalated customer support issues related to application availability. Collaborate with product development and technical teams to resolve technical incidents.
- Strategic Alignment: Collaborate with upper management to align the application support organization with organizational objectives and strategic plans. Manage team resources effectively through budgeting time management and skillbased task allocation.
Requirements
Requirements for thisApplication Support ManagerjobinMumbai India:
- Bachelors degree in computer science information technology or a related field; or equivalent work experience.
- 8 years of proven experience in incident management and application support roles preferably within the financial technology or SaaS industry.
- Strong understanding of ITIL frameworks and best practices related to incident management. Prior experience with regulatory bodies and resilience frameworks such as ISO 27001 GDPR and DORA is preferred.
- Excellent verbal and written communication skills with the ability to convey technical issues to nontechnical stakeholders.
- Ability to prioritize and manage multiple incidents and tasks in a fastpaced environment.
- Strong analytical and problemsolving skills with keen attention to detail.
- Experience with distributed systems in a production operations environment and with monitoring tools for proactive incident detection and management.
- Proven ability to deliver results on time with high quality.
Work Arrangement:
This role is based in theMumbaiMetropolitan Region and offers either inoffice work or a hybrid arrangement combining inoffice and remote work.
Why Join Us
At our clients organization you will be part of a team that is committed to excellence innovation and growth. If you are ready to take on a leadership role and drive their application support team to new heights we encourage you to apply!
Take the next step in your career and join our client where your expertise will make a significant impact. Apply today and be part of a forwardthinking team dedicated to ensuring the best payment services worldwide!
If you embody these qualifications and are ready to join a team committed to excellence apply and become part of a journey in delivering outstanding support. Take the next step in your career and apply today!
Required Experience:
Manager
Employment Type
Full-Time
