Application Support Manager
23 hours ago
Job Title: Application Support Manager - Pune, Kalyani Nagar
Job Summary:
We are seeking a seasoned Application Support Manager to lead our Application Support team in Pune, Kalyani Nagar. The ideal candidate will possess excellent leadership, technical, and communication skills to ensure timely resolutions of customer queries, guide the support team, and maintain smooth application operations.
Key Responsibilities:
- Team Leadership: Manage and mentor a team of Application Support Engineers, providing guidance, feedback, and help in solving complex issues.
- Customer Interaction: Lead front-end customer interaction for escalated issues, ensuring high customer satisfaction, and act as the point of contact for major incidents.
- Issue Resolution: Oversee and manage the entire support lifecycle, from ticket handling to resolution, ensuring minimal downtime, and prioritize and categorize tickets for the team.
- Monitoring & Reporting: Supervise application and network monitoring systems to detect issues early and provide comprehensive daily/weekly/monthly reports on team performance, issue trends, and unresolved tickets to higher management.
- Collaboration: Work closely with cross-functional teams (development, network, and infrastructure) to address escalated issues, ensuring prompt resolutions.
- Communication: Maintain excellent verbal and written communication with both the team and customers, conduct regular team meetings, and ensure all internal stakeholders are updated on critical issues.
- Process Improvement: Propose and implement improvements to the support processes, including better documentation, automated solutions, and escalation procedures.
Required Skills & Qualifications:
- Technical Expertise:
- Strong understanding of SQL queries and database handling (MySQL, SQL).
- Ability to categorize and escalate tickets effectively.
- Familiarity with cloud platforms and basic programming knowledge (e.g., .Net, Java) is a plus.
- Proficient in application monitoring tools and techniques.
- Leadership & Communication:
- Excellent written and verbal communication in English and Hindi.
- Ability to articulate and document technical issues effectively.
- Strong interpersonal skills with the ability to manage and motivate a team.
- Operational Skills:
- Expertise in handling customer issues through various channels (phone, mail, chat, etc.).
- Experience in providing quick, accurate resolutions to customer issues.
- Capability to work in a multi-team environment, collaborating effectively with other departments.
Salary Information: The estimated annual salary for this role is ₹25,00,000 - ₹35,00,000 based on industry standards and location.
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