Job Description

Job Description:

● Lead and manage onsite and offshore application support teams, ensuring high performance,

collaboration, and continuous skill development.

● Own end-to-end application support operations for multiple enterprise applications, ensuring service availability, stability, and SLA compliance.

● Serve as the primary point of contact for vendors, managing service delivery, escalations, contract obligations, and performance against agreed KPIs.

● Build strong relationships with business stakeholders and senior management, providing regular

updates on incidents, changes, risks, service performance, and improvement initiatives.

● Drive ITIL-based Incident, Problem, Change, and Service Request Management processes to ensure effective and efficient support operations.

● Lead major incident management activities, including incident response, stakeholder communication, root cause analysis, corrective actions, and prevention of recurring issues.

● Monitor and analyze application performance, support metrics, and operational trends to proactively identify risks, bottlenecks, and service improvement opportunities.

● Champion continuous improvement through automation, process optimization, standardization, and adoption of support best practices to enhance user experience and operational efficiency.

● Oversee application releases, deployments, configuration changes, and environment management while ensuring governance and compliance with change management processes.

● Ensure comprehensive operational documentation, reporting, capacity planning, regulatory

compliance, and delivery of monthly service reviews and service improvement plans.