Manager - Application Support

Key Responsibilities

• Serve as the primary escalation point for all gStore application support issues.
• Oversee and mentor the gStore Support Engineering team to ensure operational excellence and SLA adherence.
• Lead high-quality, on-time application support delivery in a dynamic environment.
• Provide technical direction and troubleshooting expertise on complex support incidents.
• Oversee the ITSM ticketing process, ensuring accurate documentation, routing, and escalation.
• Collaborate with internal teams to resolve customer issues efficiently.
• Maintain and enhance monitoring and observability tools for gStore's production environments.
• Recommend and implement process improvements for reliability, scalability, and performance.
• Coach and mentor team members to foster self-reliant, high-performing teams.
• Drive reporting and analytics through generation and presentation of support metrics, KPIs, and SLAs.
• Conduct regular meetings with clients to review performance and identify improvement opportunities.
• Manage HR functions for the support team, including performance planning, promotions, and leave management.