Information Technology Support head

Job Title: Support Head – Application Support & Maintenance

Location

: Jaipur

Experience

: 12–18 years

Department

: Service Delivery & Support

Employment Type

: Full-Time

Position Summary

We are seeking a dynamic and technically proficient
Support Head

to lead our
Application Support & Maintenance

function. The ideal candidate will take full ownership of the support ecosystem across multiple projects and clients, ensuring industry-best practices in L1, L2, and L3 support, strong process discipline, automation, proactive monitoring, SLA adherence, and consistent client satisfaction.

The role demands hands-on experience across the
application stack (frontend, backend, cloud, DevOps)

and a demonstrated ability to lead
cross-functional coordination

—including collaboration with internal departments, external vendors, and client teams to proactively resolve dependencies and deliver seamless support.

Key Responsibilities

- Support Operations & Process Setup

• Define, implement, and institutionalize
  support processes across L1, L2, and L3 tiers
  , aligned with ITIL and global best practices.
• Establish escalation workflows, SOPs, and runbooks for incident management, RCA, change requests, and knowledge base protocols.
• Ensure
  coordination with internal departments (e.g., development, infrastructure, QA)
  and
  external vendors
  to resolve cross-functional dependencies swiftly and proactively.

- Automation & Proactive Monitoring

• Deploy application health monitoring tools and alert systems to ensure early detection and resolution before end-user impact.
• Identify repetitive issues and drive
  automation and permanent fixes
  with support from DevOps and engineering teams.
• Collaborate on
  CI/CD pipelines, environment management, and rollback strategies
  for live application health assurance.

- SLA Compliance & Governance

• Define and monitor
  SLAs for response and resolution
  , maintain tight control over ticket volumes, and regularly audit ticket quality.
• Actively track open/aging/backlogged tickets and ensure timely escalations and closures with complete RCA documentation.
• Work closely with other teams and vendor partners to ensure dependencies are addressed without delay, minimizing service interruptions.

- Client Communication & Cross-Stakeholder Management

• Serve as the
  primary escalation point for clients
  , driving resolution of issues with clear communication and ownership.
• Lead
  weekly/monthly/quarterly review meetings
  with stakeholders to present dashboards, RCA trends, SLA adherence, and improvement actions.
• Build strong relationships with client-side IT, infrastructure, and partner teams to
  enable seamless coordination across all dependencies and touchpoints
  .

- Tools & Platform Management

• Administer and optimize use of tools like
  Zendesk, ServiceNow, Jira, Freshdesk
  , etc., ensuring structured lifecycle tracking and knowledge management.
• Maintain proper and updated documentation including SOPs, ticket histories, known issue databases, and escalation logs.

- Team Leadership & Development

• Lead and mentor a team of support engineers across L1, L2, and L3, promoting a culture of ownership, responsiveness, and excellence.
• Evaluate performance through defined KPIs, promote continuous learning, and ensure role clarity within the support organization.

Technical Skill Requirements

• Strong technical foundation in:
• Frontend
  : Angular, React, HTML/CSS
• Backend
  : , .NET, Java
• DevOps & Infra
  : CI/CD, Git, Docker, Jenkins
• Cloud Platforms
  : AWS (EC2, RDS, CloudWatch, S3), Azure or similar
• Hands-on experience in ITSM tools like
  Zendesk, ServiceNow, Jira Service Management
  .
• Understanding of release cycles, incident management, monitoring tools, and infrastructure dependencies.

Candidate Profile

• 12–18 years of experience with 5+ years in
  leading enterprise-level application support functions
  .
• Demonstrated ability to drive
  cross-functional collaboration
  and manage
  multi-vendor support environments
  .
• Excellent communication and stakeholder management skills with a client-centric approach.
• Strong analytical mindset with a focus on RCA, automation, and proactive service delivery.
• Certifications in
  ITIL, AWS, or DevOps
  are a plus.

What We Offer

• A leadership position with complete ownership and decision-making authority.
• Exposure to complex, enterprise-grade applications across industries.
• An environment focused on delivery excellence, innovation, and long-term career growth.
• Opportunity to
  institutionalize a scalable and future-ready support function
  .

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