HEAD - APPLICATION SUPPORT
4 weeks ago
Role Overview:Head of Application Support will lead the enterprise application support function, ensuring seamless operation, performance, and enhancement of mission-critical systems including core lending platforms, CRM, digital channels, and analytics tools. This role demands strategic leadership, technical expertise, and strong stakeholder management to align technology with business goals.Key Responsibilities:- Define and implement Application Support strategy aligned to NBFC business and IT objectives. - Establish governance mechanisms, SLAs, and escalation matrices for all production systems. - Lead, mentor, and develop Application Support team to ensure high availability and strong service orientation. - Oversee end-to-end support of business applications including LMS, LOS, CRM, Collection, Payment Gateway, Treasury, Accounting, Co-lending, Insurance and Digital Channels etc. - Manage incident, problem, and change management processes following ITIL best practices. Maintain complete documentation — SOPs, runbooks, incident logs, and knowledge base. - Drive root cause analysis (RCA) for recurring issues and ensure permanent corrective actions. - Monitor daily health checks, batch jobs, integrations, and data flows across applications. - Coordinate with application vendors (e.g., Nucleus, Salesforce, Oracle, IDfy, Perfios, etc.) for issue resolution, upgrades, and enhancements. - Review vendor SLAs, performance, and ensure adherence to agreed turnaround times. - Manage AMC and support contracts, renewal timelines, and vendor escalations. - Act as the key escalation point for business teams for any production issues. - Ensure timely communication, updates, and impact assessment for incidents or planned downtimes. - Work closely with business users, product owners, and development teams for functional alignment and continuous improvement. - Implement monitoring dashboards, alerts, and proactive health checks for critical applications. Publish daily/weekly/monthly performance reports, SLA dashboards, and downtime analysis. - Drive automation to reduce manual dependency in routine support tasks and reconciliations. - Standardize processes for release management, deployments, and environment stability. - Ensure compliance with internal IT policies, regulatory and audit requirements (RBI, ISO etc.). Participate in audits, DR drills, and business continuity exercises. - Track and report key metrics such as incident volumes, MTTR, uptime %, and recurring issues. - Present improvement plans and highlights risk areas to senior management.Required Skills & Experience:- Strong knowledge of NBFC domain processes — Lending, Collections, Payments, CRM, Treasury, Accounting, Co-lending etc. - Hands-on understanding of key platforms such as Nucleus LMS, Oracle Fusion, Salesforce, or similar systems. - Sound understanding of APIs, integrations, middleware, and database performance. - Expertise in ITIL processes and service management tools (ServiceNow, Mange Engine etc.). - Proven ability to manage vendors and internal cross-functional teams. - Excellent communication, analytical, and problem-solving skills.Preferred Qualifications:- Bachelor’s or master’s in computer science, IT, or related discipline. - 12–18 years of experience in Application Support / Production Support, preferably in NBFC or BFSI. - Minimum 5 years in a leadership or managerial role handling multi-application environments. - ITIL certification preferred.
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