Application Support Delivery Manager

You are a highly skilled Senior Application Support Delivery Manager responsible for leading an L2 B2B support team. Your role involves managing a distributed, global team operating on a 24/5 model and being the primary point of contact for critical client issues. You will ensure strict SLAs are met and pioneer the adoption of internal AI tools for efficient issue resolution. Key Responsibilities: - Take ownership over L2 B2B support team, providing support to world's largest telecom customers. - Manage global 24/5 L2 support team for one of the largest IT companies. - Ensure SLAs are met and tickets are resolved promptly. - Communicate directly with customers and participate in Root Cause Analyses (RCAs) for critical issues. - Establish processes for timely Knowledge Base updates to expedite response times for known issues. - Pioneer the adoption of internal AI tools for efficient issue triage. Qualifications Required: - 3+ years of experience managing enterprise-level support projects with over 8 years of relevant IT experience. - Proven track record of building, managing, and scaling distributed, international support teams. - Extensive experience in managing communications with major enterprise clients, especially during critical incidents. - Exceptional verbal and written communication skills in English. - Nice to have: Experience in end-to-end project issue resolution, scaling business operations, managing L1 and L3 support teams, and ITIL certification. This role involves managing and mentoring a distributed 24/5 L2 support team, taking ownership of support delivery, ensuring SLAs are consistently met, resolving tickets promptly, handling communication with major enterprise customers for critical issues, establishing processes for timely Knowledge Base updates, and driving the adoption of internal AI tools for efficient issue resolution. You are a highly skilled Senior Application Support Delivery Manager responsible for leading an L2 B2B support team. Your role involves managing a distributed, global team operating on a 24/5 model and being the primary point of contact for critical client issues. You will ensure strict SLAs are met and pioneer the adoption of internal AI tools for efficient issue resolution. Key Responsibilities: - Take ownership over L2 B2B support team, providing support to world's largest telecom customers. - Manage global 24/5 L2 support team for one of the largest IT companies. - Ensure SLAs are met and tickets are resolved promptly. - Communicate directly with customers and participate in Root Cause Analyses (RCAs) for critical issues. - Establish processes for timely Knowledge Base updates to expedite response times for known issues. - Pioneer the adoption of internal AI tools for efficient issue triage. Qualifications Required: - 3+ years of experience managing enterprise-level support projects with over 8 years of relevant IT experience. - Proven track record of building, managing, and scaling distributed, international support teams. - Extensive experience in managing communications with major enterprise clients, especially during critical incidents. - Exceptional verbal and written communication skills in English. - Nice to have: Experience in end-to-end project issue resolution, scaling business operations, managing L1 and L3 support teams, and ITIL certification. This role involves managing and mentoring a distributed 24/5 L2 support team, taking ownership of support delivery, ensuring SLAs are consistently met, resolving tickets promptly, handling communication with major enterprise customers for critical issues, establishing processes for timely Knowledge Base updates, and driving the adoption of internal AI tools for efficient issue resolution.