Information Technology Support Manager

2 days ago

Hyderabad, Telangana, India People Tech Group Inc Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Description – Project Manager (IT Application Operations) / IT Support Manager

Role Overview

We are seeking a highly skilled Manager with experience in IT Application Operations and Support Modernization to lead a strategic engagement for one of our premium customers. The role involves planning, coordinating, and executing modernization initiatives across application support (L1/L2), infrastructure, and integration layers. The PM will serve as the bridge between customer stakeholders, support teams, and vendors to ensure smooth operations and continuous improvement.

Key Responsibilities

  • Program Management & Governance
  • Lead the end-to-end execution of the IT Application Operations modernization initiative.
  • Establish governance frameworks, define KPIs/SLAs, and track performance of support teams.
  • Drive adoption of standard operating procedures (SOPs), playbooks, and escalation models.
  • Operations Management
  • Oversee daily support operations for critical applications (using Advanced design tools, digital web and desktop application hosted on-prem/on-cloud).
  • Ensure robust incident, problem, and change management processes are followed.
  • Monitor recurring issues, perform root cause analysis, and ensure preventive actions.
  • Stakeholder & Customer Engagement
  • Act as the primary point of contact for customer stakeholders (engineering, IT, business teams).
  • Manage communication between internal L1/L2 support teams, infra teams, and tool vendors (Support central, Rally etc., MS Teams).
  • Modernization & Continuous Improvement
  • Identify and implement automation opportunities (monitoring, ticket triage, knowledge base).
  • Streamline support through knowledge management, self-service portals, and AI-assisted tools.
  • Introduce dashboards/metrics for proactive monitoring and executive reporting.
  • Benchmark current support model and implement best practices for IT Ops maturity.
  • Team Leadership
  • Coordinate cross-functional support teams (L1, L2, Infra, Security, Vendor).
  • Mentor support leads and ensure teams are aligned to modernization goals.
  • Drive resource planning, training needs assessment, and capability uplift.

Required Skills & Experience

  • 10+ years of IT experience with at least 5+ years in IT Application Operations / Application Support management.
  • Strong project/program management background with proven ability to drive modernization or transformation projects.
  • Familiarity with enterprise application operations.
  • Experience in incident, problem, and change management frameworks (ITIL/ITSM).
  • Exposure to infrastructure operations (servers, storage, license servers) and application monitoring tools.
  • Strong understanding of integration challenges (APIs, ERP/PLM connectivity, data workflows).
  • Experience working with aerospace, manufacturing, or engineering domains is highly desirable.
  • Excellent stakeholder management, communication, and vendor coordination skills.
  • Ability to analyze support data and drive continuous improvements with measurable outcomes.

Nice to Have

  • Background in DevOps/SRE practices applied to IT Ops modernization.
  • Experience implementing automation in application support (AI/ML ticket classification, chatbots, RPA).
  • Familiarity with regulatory and compliance frameworks (ITAR, FAA, EASA).

Education & Certifications

  • Bachelor's degree in Computer Science, Engineering, related field, or sufficient experience in executing such engagements.
  • PMP, PRINCE2, or SAFe Agile certification preferred.
  • ITIL certification (Foundation or higher) strongly preferred.

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