Application Support Manager

1 month ago


Mumbai, Maharashtra, India Initiate International Full time
Job Title: Application Support Manager

Initiate International is seeking an experienced Application Support Manager to lead our 24/7 service desk and application support/incident management team in the Mumbai Metropolitan Region. As a key member of our team, you will be responsible for overseeing incident management processes, team leadership, vendor management, and performance monitoring.

Key Responsibilities:
  • Incident Management: Oversee incident management processes for payment applications, ensuring timely identification, prioritization, and resolution.
  • Team Leadership: Lead and mentor a team of application support specialists, optimizing incident response and resolution.
  • Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing.
  • Performance Monitoring: Govern vendor performance against KPIs, SLAs, quality standards, and resilience requirements.
Requirements:
  • Bachelor's 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.
  • Excellent verbal and written communication skills, with the ability to convey technical issues to non-technical stakeholders.

This role is based in the Mumbai Metropolitan Region and offers either in-office work or a hybrid arrangement combining in-office and remote work. If you are ready to take on a leadership role and drive our application support team to new heights, we encourage you to apply.



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