Application Support Manager

Join Our Team as an Application Support Manager

Are you ready to lead a dynamic team and ensure the optimal performance of a cutting-edge payment gateway? 

Our client is on the lookout for an experienced and driven Application Support Manager to lead their 24×7 service desk and application support/incident management team in the Mumbai Metropolitan Region. If you thrive on challenges, are proactive, and aim to elevate your team to new heights, this role is perfect for you

About Our Client:

Our client's Application Support teams are pivotal in ensuring the seamless operation of their payment gateway and network of global payment providers, including telecom carriers, wallets, and banks. Their dedicated service desk and two-tier application support team monitor and respond to alerts and incidents 24/7, ensuring prompt triage and escalation for swift resolution.

Your key job responsibilities as the Application Support Manager will include:

• 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.
• Incident Coordination: Coordinate incident response across technical teams and stakeholders, ensuring effective communication and escalation. Analyze incident trends to implement proactive measures.
• Documentation: Maintain comprehensive incident management documentation, including incident reports, post-mortems, SOPs, and root cause analysis.
• Monitoring Systems: Regularly review application monitoring systems to detect issues early and implement proactive strategies.
• Customer Support: Serve as a primary point of contact for escalated customer support issues related to application availability. Collaborate with product development and technical teams to resolve technical incidents.
• Strategic Alignment: Collaborate with upper management to align the application support organization with organizational objectives and strategic plans. Manage team resources effectively through budgeting, time management, and skill-based task allocation.

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.
• Strong analytical and problem-solving skills, with keen attention to detail.
• Experience with distributed systems in a production operations environment and with monitoring tools for proactive incident detection and management.
• Proven ability to deliver results on time with high quality.

Work Arrangement:

This role is based in the Mumbai Metropolitan Region and offers either in-office work or a hybrid arrangement combining in-office and remote work.

Why Join Us?

At our client's organization, you will be part of a team that is committed to excellence, innovation, and growth. If you are ready to take on a leadership role and drive their application support team to new heights, we encourage you to apply

Take the next step in your career and join our client, where your expertise will make a significant impact. Apply today and be part of a forward-thinking team dedicated to ensuring the best payment services worldwide

If you embody these qualifications and are ready to join a team committed to excellence, apply and become part of a journey in delivering outstanding support.