Job Description
We are seeking an
Application Support Manager to lead L2/L3 production support for business‑critical applications, with a strong grounding in
ServiceNow and preferred hands‑on exposure to
.NET and
microservices environments. The ideal candidate started their career as a
Support Engineer, has matured into people and stakeholder leadership, excels under pressure, and consistently delivers
RCA,
stability, and
SLA adherence. This is a client‑facing role requiring excellent communication and the ability to influence cross‑functional teams.
Responsibilities
Key Responsibilities
- Service Delivery & Operations
- Own end‑to‑end incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations).
- Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication.
- Drive root cause analysis (RCA), corrective & preventive actions (CAPA), and publish post‑incident reports with clear action owners and timelines.
- Manage release readiness and post‑deployment validation of application changes in partnership with Dev/DevOps.
- Technical Leadership
- Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints.
- Review logs, performance metrics, dashboards; direct teams on runbooks, playbooks, and escalation paths.
- Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR.
- Stakeholder & Client Management
- Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls.
- Translate business impact into technical priorities; provide clear, timely updates during incidents and planned works.
- Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.
- Team Management
- Lead and coach a team of support engineers; oversee shift rosters, on‑call rotations, and workload balancing.
- Drive capability building (cross‑training, knowledge sessions) and maintain an up‑to‑date knowledge base/runbooks.
- Promote a culture of first‑time‑right, ownership, and continuous improvement (CIP).
- Governance & Continuous Improvement
- Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).
- Identify automation opportunities (e.g., self‑heal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
- Ensure adherence to ITIL practices, compliance, and audit readiness.
Qualifications
Must‑Have Qualifications
- 10+ years of total experience with at least 3–5 years in application support leadership/management.
- Early career as a Support Engineer (hands‑on L2/L3 troubleshooting background).
- Strong, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).
- Proven track record in major incident handling, RCA/CAPA, and SLA management.
- Excellent client‑facing communication, stakeholder management, and business engagement skills.
- Ability to lead teams under pressure, make decisions quickly, and drive outcomes.
Technical Stack (Preferred)
- .NET/ASP.NET Core, C#, REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).
- Basic knowledge of cloud (Azure/AWS), CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).
- SQL proficiency for investigation (queries, performance basics); scripting familiarity (PowerShell, Shell).
Education & Certifications
- Bachelor's in Computer Science/Engineering/IT (or equivalent experience).
- ITIL Foundation (must have or commit to obtain shortly after joining).
- ServiceNow certification (e.g., CSA) preferred.
Soft Skills
- Strong ownership, situational leadership, and conflict resolution.
- Structured problem solving and crisp written/verbal communication.
- Empathy and coaching mindset; ability to motivate teams during high‑pressure incidents.
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
