Manager - Application Support

Key Responsibilities:

• Serve as the primary contact for support escalations for gStore applications.
• Oversee and manage support engineers, ensuring adherence to SLAs and best practices.
• Lead the delivery of high-quality, on-time application support in a fast-paced environment.
• Monitor compliance with application support processes and procedures.
• Provide technical direction, solving complex application issues with advanced troubleshooting skills.
• Oversee ITSM ticketing, including assignment, documentation, routing, and escalation.
• Assist with support requests as needed and ensure observability and monitoring for gStore customers.
• Recommend improvements to processes, tools, security, scalability, reliability, and performance.
• Coach and mentor support engineers to promote autonomy, efficiency, and technical growth.
• Manage HR responsibilities for the team, including pay planning, promotions, expenses, and leave.
• Generate and interpret support metrics, KPIs, and ITSM SLAs.
• Participate in client meetings to resolve issues and present metrics.