Software Support Leadership Position in Mumbai

4 days ago


Mumbai, Maharashtra, India Initiate International Full time
Overview

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.

About the Role

This role offers a unique opportunity for a seasoned professional to drive team performance, ensure seamless operation of a cutting-edge payment gateway, and contribute to the organization's success. The ideal candidate will possess excellent leadership skills, technical expertise, and the ability to navigate complex IT systems.

Key Responsibilities
  1. Incident Management: Oversee incident management processes for payment applications, ensuring timely identification, prioritization, and resolution. Continuously improve policies to meet industry regulations and maintain operational resilience.
  2. Team Leadership: Lead and mentor a team of application support specialists, optimizing incident response and resolution. Drive team development through recruitment, onboarding, training, and performance management.
  3. Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing, ensuring adherence to SLAs and quality standards.
  4. Performance Monitoring: Govern vendor performance against KPIs, SLAs, quality standards, and resilience requirements.
  5. Incident Coordination: Coordinate incident response across technical teams and stakeholders, ensuring effective communication and escalation. Analyze incident trends to implement proactive measures.
  6. Documentation: Maintain comprehensive incident management documentation, including incident reports, post-mortems, SOPs, and root cause analysis.
  7. Monitoring Systems: Regularly review application monitoring systems to detect issues early and implement proactive strategies.
  8. Customer Support: Serve as a primary point of contact for escalated customer support issues related to application availability. Collaborate with product development and technical teams to resolve technical incidents.
  9. Strategic Alignment: Collaborate with upper management to align the application support organization with organizational objectives and strategic plans. Manage team resources effectively through budgeting, time management, and skill-based task allocation.
Requirements
  1. Bachelor's degree in computer science, information technology, or a related field; or equivalent work experience.
  2. 8+ years of proven experience in incident management and application support roles, preferably within the financial technology or SaaS industry.
  3. Strong understanding of ITIL frameworks and best practices related to incident management. Prior experience with regulatory bodies and resilience frameworks, such as ISO 27001, GDPR, and DORA, is preferred.
  4. Excellent verbal and written communication skills, with the ability to convey technical issues to non-technical stakeholders.
  5. Ability to prioritize and manage multiple incidents and tasks in a fast-paced environment.
  6. Strong analytical and problem-solving skills, with keen attention to detail.
  7. Experience with distributed systems in a production operations environment and with monitoring tools for proactive incident detection and management.
  8. Proven ability to deliver results on time with high quality.
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.

Compensation and Benefits

The estimated annual salary for this position is ₹25,00,000 - ₹35,00,000 (approximately $32,400-$45,300 USD). A competitive benefits package, including medical insurance, retirement plan, and paid time off, will also be offered.



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