Job Description
The Application Support Manager is responsible for leading end-to-end application support operations to ensure high availability, stability, and performance of critical business applications.
This role oversees incident, problem, change, and release management while driving continuous improvement, automation, and stakeholder satisfaction.
The manager leads a cross‑functional support team and partners closely with delivery, development, and infrastructure teams to ensure reliable operations and service excellence.
Required Skills
* Strong expertise in ITIL-based service management, including Incident, Problem, Change, and Release Management.
* Proven experience managing enterprise‑scale application support teams, including BAU operations, escalations, and service delivery.
* Excellent escalation and stakeholder management skills, with the ability to communicate complex technical issues clearly and calmly under pressure.
* Strong analytical and troubleshooting capabilities across functional, technical, and integration domains.
* Hands‑on experience with ticketing and monitoring tools such as ServiceNow, JIRA, or equivalent platforms.
* Ability to translate technical issues and risks into clear business impact statements.
* Familiarity with automation concepts to improve operational efficiency and reduce manual effort.
Key Responsibilities
1. Operational Management: Lead and manage day‑to‑day application support operations, including incident, service request, problem, and change management. Ensure timely incident resolution and effective escalation management in line with defined SLAs and OLAs. Monitor service performance and application health to ensure service continuity and stability. Oversee ticket queues, prioritisation, and workload distribution across the support team. Ensure Root Cause Analysis (RCA) is conducted for recurring or high‑impact incidents and drive permanent corrective actions.
2. Team Leadership & Capacity Management: Lead, mentor, and develop application support analysts to maintain a high‑performing and motivated team. Manage shift planning and rostering to ensure adequate coverage for BAU and critical support windows. Establish structured onboarding, knowledge transfer, and continuous upskilling programs for team members. Foster a culture of accountability, collaboration, and continuous improvement within the team.
3. Process, Quality & Continuous Improvement: Review and enhance application support processes, including SOPs, incident workflows, and documentation. Identify and drive automation opportunities to improve response times and reduce manual interventions. Ensure compliance with security, audit, and regulatory requirements. Oversee proactive environment health checks, monitoring, and preventive maintenance activities. Collaborate with development and delivery teams to improve application stability and reduce production issues. Stakeholder & Communication Management: Act as the primary point of contact for major incidents and high‑severity escalations. Communicate clearly with business stakeholders, translating technical issues into business impact and resolution timelines. Provide regular service performance reports, insights, and recommendations to leadership.
Qualifications & Experience
* Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
* 6+ years of experience in application support or IT operations, with at least 3–5 years in a leadership or managerial role.
* Strong understanding of ITIL frameworks; ITIL certification is highly preferred.
* Experience working in complex enterprise or regulated environments is an advantage.
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