Software Application Support Manager

Description : Location : Noida Experience : 8 to12 years (with at least 3 to 5 years in a people-management role) Key Responsibilities : Application Support Operations : - Oversee day-to-day support of enterprise applications (ERP, business applications, web-based systems, and custom applications). - Ensure timely incident resolution in line with defined SLAs and business priorities. - Act as an escalation point for critical production issues and major incidents. - Monitor application performance, stability, and availability. Team Leadership Management : - Lead, mentor, and manage a team of application support engineers. - Allocate workload, define priorities, and conduct performance reviews. - Build team capability through training, documentation, and process improvements. Stakeholder Vendor Management : - Collaborate closely with business users, IT teams, and leadership to understand application requirements and issues. - Coordinate with software vendors, implementation partners, and third-party support teams. - Manage support contracts, SLAs, and vendor performance. Process Governance : - Implement and improve ITIL-based processes (Incident, Problem, Change, and Release Management). - Ensure proper documentation of applications, support procedures, and knowledge base articles. - Drive root cause analysis (RCA) and preventive actions for recurring issues. Change Enhancement Support : - Support application upgrades, patches, and new feature rollouts. - Participate in UAT, deployment planning, and post-deployment support. - Ensure smooth transition of applications from development/implementation to support. Compliance Security : - Ensure applications comply with company IT policies, security standards, and audit requirements. - Support internal and external audits as required. Required Skills Qualifications Technical Skills : - Strong experience supporting enterprise applications (ERP systems like SAP/Oracle/Dynamics preferred). - Understanding of databases (SQL), application logs, and basic troubleshooting. - Familiarity with ITIL processes and service management tools. - Experience working with on-premise and/or cloud-based applications. Managerial Soft Skills : - Proven people management and leadership skills. - Strong communication and stakeholder management abilities. - Excellent problem-solving and decision-making skills. - Ability to work under pressure and manage multiple priorities. Education : - Bachelors degree in Computer Science, Information Technology, or related field. - ITIL certification preferred. Description : Location : Noida Experience : 8 to12 years (with at least 3 to 5 years in a people-management role) Key Responsibilities : Application Support Operations : - Oversee day-to-day support of enterprise applications (ERP, business applications, web-based systems, and custom applications). - Ensure timely incident resolution in line with defined SLAs and business priorities. - Act as an escalation point for critical production issues and major incidents. - Monitor application performance, stability, and availability. Team Leadership Management : - Lead, mentor, and manage a team of application support engineers. - Allocate workload, define priorities, and conduct performance reviews. - Build team capability through training, documentation, and process improvements. Stakeholder Vendor Management : - Collaborate closely with business users, IT teams, and leadership to understand application requirements and issues. - Coordinate with software vendors, implementation partners, and third-party support teams. - Manage support contracts, SLAs, and vendor performance. Process Governance : - Implement and improve ITIL-based processes (Incident, Problem, Change, and Release Management). - Ensure proper documentation of applications, support procedures, and knowledge base articles. - Drive root cause analysis (RCA) and preventive actions for recurring issues. Change Enhancement Support : - Support application upgrades, patches, and new feature rollouts. - Participate in UAT, deployment planning, and post-deployment support. - Ensure smooth transition of applications from development/implementation to support. Compliance Security : - Ensure applications comply with company IT policies, security standards, and audit requirements. - Support internal and external audits as required. Required Skills Qualifications Technical Skills : - Strong experience supporting enterprise applications (ERP systems like SAP/Oracle/Dynamics preferred). - Understanding of databases (SQL), application logs, and basic troubleshooting. - Familiarity with ITIL processes and service management tools. - Experience working with on-premise and/or cloud-based applications. Managerial Soft Skills : - Proven people management and leadership skills. - Strong communication and stakeholder management abilities. - Excellent problem-solving