Support Manager

Job Title: Support Manager Enterprise Production Support

About the Role

We are looking for an experienced and hands-on Support Manager / Technical Project Manager to lead enterprise-level production support for a diverse portfolio of business-critical applications.

The ideal candidate will possess deep expertise in the Microsoft technology stack, Azure cloud services, and a solid understanding of ITSM processes and tools.

This role requires a proactive leader capable of driving operational excellence, ensuring service stability, and establishing strong governance across support functions. The position involves close collaboration with cross-functional Agile teams in a fast-paced environment.

Role Overview

As the Support Manager, you will be responsible for overseeing the day-to-day operations of production support, managing multiple applications, and ensuring service continuity and performance. You will also mentor support teams, drive root cause analysis, and implement process improvements to enhance service efficiency.

Key Responsibilities

• Lead and manage day-to-day production support across multiple enterprise applications.
• Ensure timely resolution of incidents, service requests, and problem tickets with minimal business impact.
• Define and enforce support governance models, including escalation protocols and stakeholder communication.
• Collaborate with application owners, infrastructure teams, and business stakeholders for smooth issue resolution.
• Drive root cause analysis (RCA) and implement preventive measures for recurring issues.
• Monitor application performance, availability, and reliability using Azure and other monitoring tools.
• Maintain and enhance support documentation, including runbooks and knowledge base articles.
• Ensure compliance with organizational policies and external regulations.
• Lead continuous improvement initiatives to optimize support efficiency and client satisfaction.
• Participate in Agile ceremonies (stand-ups, sprint planning) to align support activities with development cycles.
• Provide leadership and mentoring to support analysts and engineers (L1, L2, L3).
• Oversee incident escalation and reporting as per defined severity levels.
• Create and maintain innovative performance reports and dashboards.
• Manage relationships with internal and external stakeholders.
• Perform risk management and support project managers in mitigating operational risks.
• Oversee build planning, code reviews, and production deployments.
• Lead production triaging and ensure timely communication with impacted teams.

Required Skills & Experience

• 15+ years of IT experience, with at least 5 years in a managerial capacity leading production support.
• Proven track record in enterprise-level application support and operations.
• Strong technical expertise in Microsoft technologies (.NET, SQL Server, IIS).
• Deep understanding of Microsoft Azure services, including monitoring, diagnostics, and automation.
• Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, etc.).
• In-depth understanding of ITIL processes (Incident, Problem, Change, and Release Management).
• Exposure to Agile frameworks and experience working with Agile teams.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to manage critical incidents and maintain composure under pressure.
• Experience in application transformation and migration projects.
• Strong understanding of SDLC (Software Development Lifecycle) and project documentation.

Preferred Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering, or equivalent discipline.
• ITIL Foundation or higher certification.
• Microsoft Azure Administrator or Architect certification.
• Agile or Scrum certification (e.g., Scrum Master, SAFe Agilist).
• Experience working in regulated environments (e.g., BFSI, Healthcare) is a plus.

Key Attributes

• Strong ownership mindset and accountability for system uptime and quality.
• Excellent problem-solving and analytical thinking skills.
• Effective communicator with both technical and non-technical stakeholders.
• Ability to lead and inspire cross-functional support teams.
• Passion for continuous improvement and operational excellence.