Description

Lead onsite and offshore support teams to ensure 24x7 operation and maintenance of business-critical applications.

Responsibilities

• Manage application support engineers through mentorship, performance reviews, and regular meetings.
• Act as the primary contact for third-party vendors to manage issue escalation and ensure SLA adherence.
• Own the full incident management lifecycle, including triage, rapid response, root cause analysis, and remediation.
• Drive operational excellence by implementing service management processes, KPIs, and automation initiatives.
• Report on support metrics, incident trends, and resolution times to senior management and stakeholders.

Required Skills

• 6+ years of experience in application support or operations management.
• Proven experience leading and managing distributed onsite and offshore teams.
• Deep understanding of incident management, problem management, and service management processes.
• Experience managing third-party vendors and ensuring compliance with service level agreements.
• Ability to perform capacity planning and resource management for support operations.
• Strong analytical skills to interpret support metrics and drive data-driven improvements.
• Experience with root cause analysis and implementing corrective actions.

Preferred Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Key Skills

Education

Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.