Role: Application Support Manager / Sr. Manager
Experience: 10–15 Years
Location: Bangalore (Hybrid – minimum 2 days in office) + planned travel to other Innover/client locations on need basis
About Innover Digital
Headquartered in Alpharetta, Georgia, Innover is an award-winning digital transformation company focused on driving innovations in technology and the digital space to create sustained business value for our customers. We are present across 15 global locations.
Our broad array of services spans Data and Insights, Digital Experiences, and Digital Operations. Through strategic alliances with global technology partners, we help businesses across industries achieve true digital transformation.
Role Overview
The Application Support Manager / Senior Manager will lead end-to-end application support, production operations, and enhancement delivery across multiple enterprise client engagements. The role covers L1–L3 support, incident and problem management, service governance, client relationship management, and continuous improvement across custom and COTS applications.
The individual will manage distributed support teams, ensure SLA compliance, oversee enhancement backlogs, and drive operational excellence. A key expectation is leveraging AI and automation to improve support efficiency, reduce manual effort, and enhance service quality through intelligent ticketing, predictive monitoring, virtual agents, and AI-assisted diagnostics.
This role requires strong leadership, operational discipline, stakeholder management, and the ability to transform support operations using modern AI-driven approaches.
Condensed Key Responsibilities
Service Delivery & Operations
- Own end-to-end application support delivery across multiple accounts.
- Ensure SLA, OLA, and KPI compliance through structured governance and reporting.
- Lead critical incident management, client communications, RCA reviews, and preventive actions.
- Manage support operations including shift planning, on-call coverage, and business continuity.
- Maintain operational dashboards and service health reporting.
Application Support & Enhancements
- Support custom applications and enterprise platforms such as SAP, Salesforce, ServiceNow, Oracle, or similar.
- Manage enhancement requests including prioritization, estimation, scheduling, and delivery.
- Govern enhancement backlogs alongside incidents and service requests.
- Maintain application documentation, SOPs, runbooks, and knowledge repositories.
- Partner with application owners on lifecycle management and roadmap activities.
AI & Automation
- Drive adoption of AI-enabled support practices using Innover tools and accelerators.
- Identify opportunities for intelligent ticket routing, predictive monitoring, virtual agents, and automated diagnostics.
- Partner with AI and engineering teams to implement support automation initiatives.
- Track measurable outcomes including ticket deflection, resolution time reduction, and operational efficiency improvements.
Incident, Problem & Change Management
- Lead incident, problem, and change management processes.
- Drive root-cause analysis and permanent issue resolution.
- Ensure controlled releases and production stability.
- Conduct service review meetings and continuous improvement discussions.
Client & Stakeholder Management
- Act as the primary operational contact for client stakeholders.
- Build trusted relationships through proactive communication and consistent service delivery.
- Manage vendor and third-party support relationships where required.
- Escalate risks and service concerns appropriately.
Team Leadership
- Lead distributed support teams across locations and shifts.
- Manage staffing, scheduling, performance, coaching, and career development.
- Support hiring, onboarding, and skill development initiatives.
- Foster a culture of ownership, accountability, and continuous improvement.
Continuous Improvement
- Reduce ticket volumes and improve first-time resolution rates.
- Drive automation and operational efficiency initiatives.
- Support new account transitions and managed services solutioning efforts.
Skills & Qualifications
Mandatory Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
- 12–15 years of experience in application support or managed services, with at least 4–5 years in a team lead or management role within an IT services environment.
- Proven experience managing full-stack support operations (L1–L3) for enterprise clients across multiple concurrent engagements.
- Experience supporting a mix of bespoke applications and at least one major COTS platform (SAP, Salesforce, ServiceNow, Oracle, or equivalent).
- Experience managing enhancements within a support model - including backlog governance, scoping, estimation, and delivery tracking.
- Solid grounding in ITIL-aligned processes - incident, problem, change, release, and service request management.
- Familiarity with ticketing and ITSM platforms such as ServiceNow, JIRA Service Management, Remedy, or similar.
- Strong understanding of application monitoring, alerting, and basic infrastructure concepts (servers, databases, middleware, integrations).
- Demonstrated ability to manage and lead distributed, hybrid teams working across shifts, time zones, and delivery models (onsite / offshore / remote).
- Demonstrated ability to manage client relationships and communicate effectively with business and IT stakeholders.
- Working familiarity with AI and automation concepts as applied to IT operations - including chatbots, intelligent ticketing, automated workflows, and predictive monitoring. Hands-on experience is a strong plus.
- Strong people management skills - performance management, coaching, capacity planning, and team development.
Preferred Skills
- Hands-on experience deploying or managing AI-driven support tools - virtual agents, AIOps platforms, intelligent triage, or similar.
- ITIL Foundation certification (v3 or v4); higher-level certifications are a plus.
- Exposure to cloud-hosted application environments (AWS, Azure, or GCP).
- Experience supporting GCC or captive delivery models for global clients.
- Domain exposure in BFSI, Retail, Healthcare, or Manufacturing is advantageous though not mandatory.
- Experience participating in or leading support transitions and steady-state onboarding.
What Success Looks Like in This Role
- SLA compliance consistently met or exceeded across all managed accounts
- Measurable reduction in ticket volumes and repeat incidents quarter-on-quarter
- AI interventions delivering tangible improvements in deflection rates, resolution speed, and operational cost
- Enhancement requests delivered on time with high client satisfaction
- Well-governed, motivated support teams with low unplanned attrition and effective shift continuity
- Smooth transitions-in and steady-state operations for new account additions
