About The Role
We are looking for an
Application Support Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products
Key Responsibilities
- Oversee day-to-day support operations, including manpower planning and incident management.
- Ensure SLAs, KPIs, and productivity targets are met.
- Manage the OTRS ticketing system and escalation processes.
- Monitor system and product health and drive timely issue resolution.
- Lead resolution of complex technical issues and continuous improvement initiatives.
- Collaborate with product, engineering, and vendor teams.
- Provide technical and product training when required.
Requirements
- Bachelor's degree in a technical field.
- Minimum 5 years of experience in application support or technical operations with leadership exposure.
- Experience in SaaS or System Integrator environments is an advantage.
- Experience supporting IoT-based solutions and API integrations is preferred.
- Strong incident management, troubleshooting, and problem-solving skills.
- Excellent leadership and communication skills.
- Ability to work effectively under pressure in a fast-paced environment.
