Application Support Manager

2 weeks ago

Mumbai, Maharashtra, India Initiate International Full time
Incident Management and Team Leadership

Initiate International is seeking an experienced Application Support Manager to lead their 24×7 service desk and application support/incident management team in the Mumbai Metropolitan Region.

The ideal candidate will have a strong understanding of ITIL frameworks and best practices related to incident management, as well as experience with regulatory bodies and resilience frameworks, such as ISO 27001, GDPR, and DORA.

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.
  • Incident Coordination: Coordinate incident response across technical teams and stakeholders, ensuring effective communication and escalation.
  • Documentation: Maintain comprehensive incident management documentation, including incident reports, post-mortems, 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.
  • Strategic Alignment: Collaborate with upper management to align the application support organization with organizational objectives and strategic plans.

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 analytical and problem-solving skills, with keen attention to detail.
  • Excellent verbal and written communication skills, with the ability to convey technical issues to non-technical stakeholders.
  • Ability to prioritize and manage multiple incidents and tasks in a fast-paced environment.

Work Arrangement:

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.

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