Top 3 Must have skills / Primary skills

1. Strong understanding of ITIL processes (Incident, Problem, Change, Release Management).

2. Hands-on experience managing application support teams in complex enterprise environments.

3. Ability to manage high-pressure escalations with calm, structured communication.

4. Excellent analytical and troubleshooting skills across functional, technical, and integration domains.

5. Strong stakeholder management and ability to translate technical issues into business language.

6. Familiar with monitoring tools, ticketing platforms (ServiceNow / JIRA), and automation concepts.

Job Description

The Application Support Manager is responsible for overseeing the end-to-end support and maintenance of business applications. This role ensures reliable operations, timely incident resolution, effective problem management, and continuous improvement of support processes. The manager leads a cross-functional support team, drives stakeholder communication, and partners with delivery and development teams to maintain system stability and performance.

1. Operational Management

• Lead and manage day-to-day application support operations, including incident, service request, problem, and change management.

• Monitor service performance against SLAs/OLAs and ensure service continuity and adherence to governance standards.

• Oversee ticket queues, prioritisation, and escalation management to ensure timely resolution.

• Ensure root cause analysis (RCA) is performed for recurring issues and drive long-term fixes.

2. Team Leadership & Capacity Management

• Manage and mentor support analysts, ensuring the team is skilled, motivated, and aligned with service expectations.

• Conduct shift planning, and manage roster to ensure adequate coverage for BAU support.

• Establish onboarding, knowledge transfer, and upskilling plans for new or junior team members.

3. Process & Quality Improvement

• Continuously review and enhance support processes, including incident management workflows, SOPs, and documentation.

• Drive automation opportunities to reduce manual interventions and improve response times.

• Ensure compliance with security, audit, and regulatory requirements.

• Oversee environment health checks and monitoring.