Application Support Manager
4 weeks ago
At Initiate International, we are 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 for payment applications, ensuring timely identification, prioritization, and resolution. You will also lead and mentor a team of application support specialists, optimizing incident response and resolution, and drive team development through recruitment, onboarding, training, and performance management.
Key Responsibilities:
Oversee incident management processes for payment applications
Lead and mentor a team of application support specialists
Drive team development through recruitment, onboarding, training, and performance management
Manage vendor relationships and oversee service desk and application support services via business process outsourcing
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
Ability to prioritize and manage multiple incidents and tasks in a fast-paced environment
Strong analytical and problem-solving skills, with keen attention to detail
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.
About Us:
At Initiate International, we are committed to excellence, innovation, and growth. We are a forward-thinking team dedicated to ensuring the best payment services worldwide. 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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