Manager Digital Transformation – Application Support Pune

3 weeks ago

Pune, Maharashtra, India Talent Leads Consultants Full-time ₹1 - ₹6 Contract

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1. IT Service & Support Management

Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.
Monitor application health dashboards and ensure proactive issue prevention and resolution.
Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
Identify recurring issues and drive problem management activities to eliminate root causes.
Ensure alignment to ITIL incident, problem, and change management processes.
Collaborate with InfoSec teams to monitor and close security incidents promptly.

2. Quality Assurance

Define operational KPIs and track adherence to service quality metrics.
Implement continuous improvement programs for application support functions.
Conduct periodic service reviews and initiate corrective/preventive actions when required.
Ensure documentation, knowledge base updates, and service continuity plans are current.

3. Vendor Management

Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
Review vendor performance and drive governance meetings for service improvement.
Oversee contract renewals, support agreements, and escalations for major incidents.
Ensure vendors adhere to security, compliance, and audit requirements.