Manager, Application Support
Ensono INC · 🌍 Pune, India
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About the role
Team Management: • Lead, mentor, and develop a team of application support specialists. • Assign tasks and responsibilities, ensuring efficient workload distribution. • Conduct regular performance evaluations and provide feedback to team members. • Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement. Support Operations: • Oversee the day-to-day operations of the application support team. • Ensure timely and effective resolution of incidents and service requests. • Develop and implement support processes and best practices to improve service delivery. • Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline. • Ensure adherence to ITIL practices to maintain consistent and structured service operations . Incident and Problem Management: • Monitor and manage the incident lifecycle, ensuring adherence to SLAs. • Analyze incident trends and identify root causes of recurring issues. • Collaborate with development and infrastructure teams to implement permanent solutions. • Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions. • Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability. Stakeholder Collaboration: • Work closely with business units to understand their application needs and priorities. • Liaise with vendors and third‑party service providers to ensure optimal application performance. • Communicate effectively with stakeholders regarding application issues and updates. • Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments. Continuous Improvement: • Identify opportunities for process improvements and automation within the support function. • Lead initiatives to enhance application performance, reliability, and user experience. • Stay updated on industry trends and emerging technologies to drive innovation. • Apply relevant SRE concepts — such as proactive monitoring, stability improvements, and automation — to strengthen overall service quality . Reporting and Documentation: • Generate and present regular reports on support activities, performance metrics, and improvement initiatives. • Ensure the maintenance of comprehensive support documentation and knowledge base articles. • Track operational performance, including SLAs and relevant reliability indicators, to support continuous service improvements. Education: • Bachelor’s degree in Computer Science, Information Technology, or a related field. • A Master’s degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus. Experience: • 10+ years of overall experience in IT, with strong exposure to application support, IT operations, or production systems. • Proven experience in an Application Support, Application Management, or IT service management role. • Minimum 3–4 years of experience leading and managing a technical/application support team, including performance management and team development. • 5+ years of hands-on experience in application support or a related domain, with strong troubleshooting and analytical skills. • Experience working with ITIL processes such as Incident, Problem, Change, and Service Request Management. • Understanding or practical exposure to SRE concepts like proactive monitoring, automation, reducing operational toil, and improving reliability. • Experience collaborating with cross-functional teams (Development, Infrastructure, DevOps/SRE, vendors) to ensure application stability and performance.