Application Support Manager

Job Summary:
The Application Support Manager will be responsible for overseeing the application
support function for all applications of the organization. This role involves managing
incident resolution through a ticketing tool, conducting root cause analysis (RCA),
handling escalations, and ensuring adherence to service level agreements (SLAs). The
ideal candidate will be a subject matter expert in lending applications, with technical
expertise in Microsoft.NET, Angular and SQL Server, and will lead a team across various
support levels (L1, L2, L3). The Application Support Manager will also train team
members, manage vendor relationships, and support data requests and changes in
production environments.

Key Responsibilities:

Application Support Management:

Oversee the application support team to ensure timely resolution of
incidents and service requests using a ticketing tool (e.g., ZOHO, JIRA,
ServiceNow). Establish and maintain SLAs for incident resolution, ensuring compliance
with organizational standards.

Root Cause Analysis (RCA):

Conduct root cause analysis for recurring incidents, documenting findings
and implementing corrective actions to prevent future occurrences.
Collaborate with development teams to address underlying issues and
drive continuous improvement.

Escalation Management:

Serve as the primary point of contact for escalations related to application
support, ensuring effective communication with senior management and
stakeholders. Facilitate escalations to L3 teams as necessary and ensure timely
resolution of complex issues.

Vendor Management:

Manage relationships with third-party vendors providing application
support services, ensuring adherence to service agreements and
performance standards. Collaborate with vendors on enhancements, updates, and issue resolution.

Team Leadership & Training:

Lead, mentor, and train application support teams (L1, L2, L3) to enhance
technical knowledge and improve service delivery. Develop training materials and conduct workshops to upskill team members on lending applications and relevant technologies.

Technical Expertise:

Provide technical support and troubleshooting for applications built on
.NET, Angular, and SQL Server. Assist in data requests, data repair, and ensure data integrity for lending applications.


Change Management:

Manage changes in production environments, including coordinating
rollouts for new projects and enhancements.
Ensure all changes follow the change management process and are
thoroughly tested before deployment.

Monitoring & Reporting:

Monitor application performance and user feedback to identify areas for
improvement and optimize support processes.
Prepare and present reports on application support metrics, incidents, and
trends to senior management.

Collaboration:

Collaborate with cross-functional teams, including development, QA, and
business analysts, to ensure alignment on application performance and
enhancements. Facilitate communication between the support team and other
stakeholders to ensure transparency and effective issue resolution.

Required Skills & Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related
field.
8-12 years of experience in application support management, with a focus on the
lending domain.
Strong expertise in lending applications, business processes, and relevant
regulations.
Technical experience with .NET, Angular, and SQL Server, with the ability to
troubleshoot and support applications.
Proficiency in using ticketing tools (e.g., ZOHO, JIRA, ServiceNow) for incident
management and tracking.
Strong understanding of ITIL best practices and experience managing SLAs and
KPIs.
Excellent problem-solving and analytical skills, with a focus on data integrity and
application performance.

Key Competencies:

Leadership: Ability to lead and motivate a diverse team, fostering a culture of
excellence and continuous improvement.
Communication: Strong verbal and written communication skills to effectively
interact with team members, senior management, and vendors.
Collaboration: Ability to work collaboratively across functions to ensure seamless
application support and service delivery.
Customer-Focused: Commitment to providing exceptional support and service to
internal and external stakeholders.