Description

Manage application support operations and drive the resolution of complex production issues.

This role is on-site.

Responsibilities

• Triage and troubleshoot production issues, leading technical calls with cross-functional teams to meet SLAs.
• Drive incident, problem, change, and release management processes following ITIL frameworks.
• Coordinate with NOC, infrastructure, cloud, and engineering teams to mitigate business impact.
• Present support metrics, issue trends, and high-impact technical updates to senior leadership.
• Manage production fixes through agile and scrum methodologies, overseeing testing and release efforts.

Required Skills

• 10+ years of experience in application support management.
• Hands-on experience or deep technical understanding of JAVA and AWS.
• Strong knowledge of ITIL concepts including incident, problem, change, and release management.
• Proven ability to manage SLAs and prioritize issues based on business impact.
• Experience driving outcomes through cross-functional teams and coordinating with upstream/downstream stakeholders.
• Ability to communicate complex technical issues in business-friendly language.
• Experience developing and presenting support metrics and queue management data.
• Background in agile and scrum development methodologies.

Preferred Skills

• Degree in any field (Any Graduate).

Key Skills

Education

Any Graduate