Application Service Management

We are seeking an Application Support Manager to lead L2/L3 production support for business‑critical applications, with a strong grounding in ServiceNow and preferred hands‑on 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 client‑facing role requiring excellent communication and the ability to influence cross‑functional teams.

Must work 2-3 days from client office in Bangalore

Key Responsibilities

• Service Delivery & Operations
  • Own end‑to‑end 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 post‑incident reports with clear action owners and timelines.
  • Manage release readiness and post‑deployment 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, on‑call rotations, and workload balancing.
  • Drive capability building (cross‑training, knowledge sessions) and maintain an up‑to‑date knowledge base/runbooks.
  • Promote a culture of first‑time‑right, 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., self‑heal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
  • Ensure adherence to ITIL practices, compliance, and audit readiness.

Must‑Have Qualifications

• Must work 2-3 days from client office in Bangalore
• 10+ years of total experience with at least 5+ years in application support leadership/management.
• Early career as a Support Engineer (hands‑on L2/L3 troubleshooting background).
• Strong, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).
• Proven track record in major incident handling, RCA/CAPA, and SLA management.
• Excellent client‑facing communication, stakeholder management, and business engagement skills.
• Ability to lead teams under pressure, make decisions quickly, and drive outcomes.

 

Technical Stack (Preferred)

• .NET/ASP.NET Core, C#, REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).
• Basic knowledge of cloud (Azure/AWS), CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).
• SQL proficiency for investigation (queries, performance basics); scripting familiarity (PowerShell, Shell).

 

Education & Certifications

• Bachelor’s in Computer Science/Engineering/IT (or equivalent experience).
• ITIL Foundation (must have or commit to obtain shortly after joining).
• ServiceNow certification (e.g., CSA) preferred.

 

Soft Skills

• Strong ownership, situational leadership, and conflict resolution.
• Structured problem solving and crisp written/verbal communication.
• Empathy and coaching mindset; ability to motivate teams during high‑pressure incidents.