Ensono - Manager, Application Support

Pune, India - Hybrid1w ago

In Office Mid APAC Software Nonprofit Support Manager Jira Performance Management Team Leadership ITIL Team Management Reporting Documentation

Requirements

• 10+ years of overall experience in IT, with strong exposure to application support, IT operations, or production systems. • Proven experience in an Application Support, Application Management, or IT service management role. • Minimum 3–4 years of experience leading and managing a technical/application support team, including performance management and team development. • 5+ years of hands-on experience in application support or a related domain, with strong troubleshooting and analytical skills. • Experience working with ITIL processes such as Incident, Problem, Change, and Service Request Management. • Understanding or practical exposure to SRE concepts like proactive monitoring, automation, reducing operational toil, and improving reliability. • Experience collaborating with cross-functional teams (Development, Infrastructure, DevOps/SRE, vendors) to ensure application stability and performance. • Exposure to environments require high availability, performance tuning, and continuous operational improvement. • Strong leadership and team management skills, with the ability to guide and develop high-performing support teams. • Excellent problem‑solving, analytical, and decision-making abilities. • Effective communication and interpersonal skills for managing stakeholders, users, and cross‑functional teams. • Ability to manage multiple priorities, handle pressure, and operate effectively in business‑critical situations. • Strong customer‑centric mindset and commitment to service excellence. • Understanding of modern operational practices, including basic SRE concepts such as proactive monitoring and automation (advantageous). • In-depth knowledge of enterprise software applications, application architectures, and IT infrastructure components. • Strong understanding of ITIL processes and best practices across Incident, Problem, Change, and Service Request Management. • Experience with application monitoring tools, log analysis, and performance management platforms. • Proficiency in using support tools and ticketing systems (e.g., ServiceNow, Jira, Remedy). • Ability to collaborate with development, infrastructure, and DevOps/SRE teams to improve application reliability and stability. • Prior experience as an Application Support Manager or in a similar leadership role. • Familiarity with automation opportunities within support operations is a plus. • Working Conditions: • May require on-call support or work outside regular business hours for high‑priority incidents, releases, or maintenance activities. • Ability to work in a dynamic, fast‑paced, and high‑availability environment. • Hybrid working model, depending on organizational requirements.

Responsibilities

• Conduct regular performance evaluations and provide feedback to team members. • Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement. • Support Operations: • Oversee the day-to-day operations of the application support team. • Ensure timely and effective resolution of incidents and service requests. • Develop and implement support processes and best practices to improve service delivery. • Ensure adherence to ITIL practices to maintain consistent and structured service operations. • Incident and Problem Management: • Monitor and manage the incident lifecycle, ensuring adherence to SLAs. • Analyze incident trends and identify root causes of recurring issues. • Collaborate with development and infrastructure teams to implement permanent solutions. • Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions. • Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability. • Stakeholder Collaboration: • Work closely with business units to understand their application needs and priorities. • Liaise with vendors and third‑party service providers to ensure optimal application performance. • Communicate effectively with stakeholders regarding application issues and updates. • Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments. • Continuous Improvement: • Identify opportunities for process improvements and automation within the support function. • Lead initiatives to enhance application performance, reliability, and user experience. • Stay updated on industry trends and emerging technologies to drive innovation. • Reporting and Documentation: • Generate and present regular reports on support activities, performance metrics, and improvement initiatives. • Ensure the maintenance of comprehensive support documentation and knowledge base articles. • Track operational performance, including SLAs and relevant reliability indicators, to support continuous service improvements. • Bachelor’s degree in Computer Science, Information Technology, or a related field. • A Master’s degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus.