Application Support Manager

3 weeks ago

New Delhi, India CrimsonLogic Full time

Application Support ManagerResponsibilitiesService management· Manage service level agreements (SLAs) with internal and external teams.· Handle escalations from the support team as needed.· Use/improve proper support models and escalation processes.· Ensure knowledge management consistency and completeness· Manage software release upgrades· Work together with Software Delivery team & Project Implementation teams.· Guide Customers to raise Change Request Form and Project Request Form (with the assistance of Rollout BA if necessaryTeam Management· Manage daily a team of support engineers performing support & deployment functions· Conduct PTO (Permit-To-Operate) reviews and provide input on design recommendations.· Provide monthly KPI and SLA reports / timesheets of the support teamExperience· Master or bachelor degree in IT, Computer Science or other relevant fields.· 9-15 years working experience in IT· Proven experience in Software Service Management· Proven experience in customer management and providing good customer service· Proven ability to acquire expertise in new business domains and software products· Working experience with virtual teams and offshore development teamsTechnical Skills· Familiar with web-based (Java) applications· Experience in application deployments (server and client side)· Familiar with Help Desk and service management tools Business skills· Knowledge of ITIL· Strong customer relationship management skills· Familiarity with relevant applications and development life cycles.· Effective communicator with strong presentation & negotiation skills· Ability to act autonomously, bring structure and organization to work· Strong analytical and supervisory skills· Ability to take pressure and work under tight schedule Language/others· Strong command in both written and spoken English· Willing to occasionally travel

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