Lead Application Support Specialist

5 days ago


Mumbai, Maharashtra, India Initiate International Full time
Job Overview

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.

The successful candidate will oversee incident management processes for payment applications, ensuring timely identification, prioritization, and resolution. They 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:
  • 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.
  • 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.
  • Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing, ensuring adherence to SLAs and quality standards.
  • Performance Monitoring: Govern vendor performance against KPIs, SLAs, quality standards, and resilience requirements.

The ideal candidate will have a Bachelor's degree in computer science or a related field and 8+ years of proven experience in incident management and application support roles, preferably within the financial technology or SaaS industry.

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. Prior experience with regulatory bodies and resilience frameworks, such as ISO 27001, GDPR, and DORA, is preferred.
  • 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.

The estimated salary for this role is ₹2,500,000 per annum, based on the location and industry standards.



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