Role Summary:
The Application Support Manager is responsible for overseeing daily support of enterprise applications, managing incidents, driving enhancements, coordinating with vendors, and ensuring smooth system performance. The role also involves leading a support team and working closely with business stakeholders.
Key Responsibilities:
Application Support & Operations
- Oversee daily support for enterprise applications (L1 & L2)
- Ensure timely resolution of incidents and service request
- Coordinate with vendors for escalations and issue resolution.
Change Requests & Enhancements
- Manage change requests from requirement gathering to deployment.
- Prioritize, test, and rollout enhancements with minimal interruption.
Process & Compliance:
- Define and implement best practices for application support
- Set up proactive monitoring and alerting systems.
- Ensure compliance with security, audit, and IT policies.
Performance Management:
- Analyze incident patterns and implement preventive act
- Track and report SLAs, KPIs, and system performance metrics.
Stakeholder & CrossFunctional Coordination:
- Work with business units to understand issues and requirements.
- Manage UAT and signoff for releases.
- Collaborate with infrastructure teams on deployments and environment management.
- Maintain clear communication with internal teams and external vendors.
Team Leadership:
- Lead and mentor the application support team.
- Encourage a culture of ownership, teamwork, and customercentric service.
Required Skills & Qualifications:
- 1015 years of experience in application support or IT operations.
- Strong understanding of enterprise application support processes.
- Experience in industrial or manufacturing environments (preferred).
- Knowledge of monitoring tools and incident management systems.
- Strong communication, problemsolving, and vendor management skills.
