Manager Application Support

As the Application Management Support (AMS) Manager at Ensono, your role is crucial in ensuring the reliability, stability, and performance of enterprise applications through effective ITILbased service management and modern SRE (Site Reliability Engineering) practices. You will lead the application support function by managing incidents, problems, changes, and service requests while driving automation, observability, and continuous improvement. Collaboration with crossfunctional teams is key to enhancing application performance, reducing operational toil, and improving service availability. By leveraging ITIL frameworks and SRE principles, you will ensure predictable service delivery, proactive issue resolution, and high levels of user satisfaction. Key Responsibilities: - Team Management: - Lead, mentor, and develop a team of application support specialists. - Assign tasks and responsibilities efficiently. - Conduct regular performance evaluations and provide feedback. - Encourage adoption of modern operational practices such as automation and proactive monitoring. - Support Operations: - Oversee day-to-day operations of the application support team. - Ensure timely resolution of incidents and service requests. - Develop and implement support processes and best practices. - Apply SRE concepts to improve service reliability and monitoring. - Incident and Problem Management: - Monitor and manage the incident lifecycle, ensuring SLA adherence. - Analyze incident trends and identify root causes. - Collaborate with other teams to implement permanent solutions. - Conduct Root Cause Analysis and ensure followthrough on actions. - Stakeholder Collaboration: - Work with business units to understand application needs. - Communicate effectively with stakeholders regarding application issues. - Collaborate with other teams during releases and upgrades. - Continuous Improvement: - Identify process improvements and automation opportunities. - Lead initiatives to enhance application performance. - Stay updated on industry trends and technologies. - Apply relevant SRE concepts to improve service quality. - Reporting and Documentation: - Generate reports on support activities and performance metrics. - Maintain comprehensive support documentation. - Track operational performance to support improvements. Qualifications Required: - Bachelors degree in Computer Science, Information Technology, or related field. - Masters degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus. - 10+ years of IT experience with exposure to application support and IT operations. - Strong leadership, problem-solving, and communication skills. - Experience in ITIL processes and application monitoring tools. - Ability to work in a fastpaced and highavailability environment. At Ensono, we are committed to your success and offer a dynamic work environment where you can make a significant impact. Join us as an Application Management Support Manager and be part of a team that is dedicated to enabling clients to achieve their business outcomes. As the Application Management Support (AMS) Manager at Ensono, your role is crucial in ensuring the reliability, stability, and performance of enterprise applications through effective ITILbased service management and modern SRE (Site Reliability Engineering) practices. You will lead the application support function by managing incidents, problems, changes, and service requests while driving automation, observability, and continuous improvement. Collaboration with crossfunctional teams is key to enhancing application performance, reducing operational toil, and improving service availability. By leveraging ITIL frameworks and SRE principles, you will ensure predictable service delivery, proactive issue resolution, and high levels of user satisfaction. Key Responsibilities: - Team Management: - Lead, mentor, and develop a team of application support specialists. - Assign tasks and responsibilities efficiently. - Conduct regular performance evaluations and provide feedback. - Encourage adoption of modern operational practices such as automation and proactive monitoring. - Support Operations: - Oversee day-to-day operations of the application support team. - Ensure timely resolution of incidents and service requests. - Develop and implement support processes and best practices. - Apply SRE concepts to improve service reliability and monitoring. - Incident and Problem Management: - Monitor and manage the incident lifecycle, ensuring SLA adherence. - Analyze incident trends and identify root causes. - Collaborate with other teams to implement permanent solutions. - Conduct Root Cause Analysis and ensure followthrough on actions. - Stakeholder Collaboration: - Work with business units to understand application needs. - Communicate effectively with stakeh