Service Manager

We are seeking an Application Support Manager to lead L2/L3 production support for businesscritical applications, with a strong grounding in ServiceNow and preferred handson exposure to .NET and microservices environments. The ideal candidate started their career as a Support Engineer , has matured into people and stakeholder leadership, excels under pressure, and consistently delivers RCA , stability , and SLA adherence. This is a clientfacing role requiring excellent communication and the ability to influence crossfunctional teams. Key Responsibilities Service Delivery & Operations Own endtoend incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations). Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication. Drive root cause analysis (RCA) , corrective & preventive actions (CAPA), and publish postincident reports with clear action owners and timelines. Manage release readiness and postdeployment validation of application changes in partnership with Dev/DevOps. Technical Leadership Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints. Review logs, performance metrics, dashboards; direct teams on runbooks, playbooks, and escalation paths. Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR. Stakeholder & Client Management Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls. Translate business impact into technical priorities; provide clear, timely updates during incidents and planned works. Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health. Team Management Lead and coach a team of support engineers; oversee shift rosters, oncall rotations, and workload balancing. Drive capability building (crosstraining, knowledge sessions) and maintain an uptodate knowledge base/runbooks . Promote a culture of firsttimeright , ownership, and continuous improvement (CIP). Governance & Continuous Improvement Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents). Identify automation opportunities (e.g., selfheal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity). Ensure adherence to ITIL practices, compliance, and audit readiness.