Application Support Manager

Job Title: Service Delivery Manager Application Support (BFSI IT Operations)

Location: Mumbai

Experience: 7+ Years

Notice Period: Immediate / Early Joiners Preferred

Employment Type: Full-Time

Role Overview

We are looking for an experienced Service Delivery Manager Application Support to lead large-scale production support and IT service operations for BFSI clients.

This role is primarily focused on 24/7 application support, ITIL-driven service management, SLA governance, and operational stability of mission-critical BFSI platforms. The ideal candidate must have hands-on experience managing L1/L2/L3 support teams, handling escalations, driving RCA, and ensuring seamless service continuity in high-availability environments.

Key Responsibilities

1. Application Support & Production Operations

• Lead end-to-end 24/7 production support for critical BFSI applications.
• Manage L1/L2 (and coordinate with L3) support teams ensuring SLA adherence.
• Oversee incident triaging, backlog reduction, and ticket resolution within defined timelines.
• Drive ITIL processes Incident, Problem, Change, and Access Management.
• Validate releases and deployment activities with zero business disruption.
• Ensure availability, stability, and performance of applications in BAU mode.

2. SLA/KPI Governance & Operational Reporting

• Own SLA/KPI tracking, breach analysis, and service improvement plans.
• Prepare daily/weekly/monthly dashboards (incident trends, uptime %, MTTR, backlog, change success rate).
• Conduct service review meetings with client stakeholders.
• Manage escalations and ensure effective communication during major incidents (P1/P2).

3. Stakeholder & Client Management

• Act as single point of contact (SPOC) for application support delivery.
• Coordinate between client stakeholders, infra teams, DB teams, and release teams.
• Drive smooth transition of new applications into support.
• Ensure clear communication during outages and critical business events.

4. Compliance, Audit & Governance

• Support internal and external audits related to IT operations.
• Ensure process documentation, SOP adherence, and knowledge repository updates.
• Maintain governance rigor aligned to BFSI compliance requirements.
• Conduct operational reviews and periodic health checks.

5. Root Cause Analysis & Continuous Improvement

• Lead detailed RCA for recurring and high-severity incidents.
• Identify automation opportunities to reduce repetitive incidents.
• Drive preventive controls and long-term fixes.
• Implement process improvements aligned with Lean/continuous improvement principles.

6. Team Leadership

• Manage and mentor large teams (50120+ associates).
• Conduct daily huddles and service performance reviews.
• Ensure skill enhancement and technical upskilling.
• Build a stable, high-performing support culture.

Required Skills & Experience

• 7+ years of experience in Application Support / IT Service Delivery within BFSI domain.
• Strong expertise in ITIL processes (Incident, Problem, Change, Access).
• Experience managing 24/7 support environments.
• Hands-on exposure to production support of mission-critical banking/financial systems.
• Strong SLA/KPI governance and reporting expertise.
• Experience handling major incidents and client escalations.
• Exposure to audit and compliance requirements in BFSI.
• Strong stakeholder management and communication skills.

Technical Skills

• ITSM Tools (ServiceNow / Remedy / similar)
• SQL (basic troubleshooting, query validation, log analysis)
• MS Excel (dashboards, pivot reports), PowerPoint (governance decks)
• Understanding of application deployment & release lifecycle
• Collaboration tools MS Teams, Outlook

Ideal Candidate Profile

• Strong operational ownership mindset
• Hands-on problem solver (not purely governance-focused)
• Calm under pressure during production outages
• Data-driven decision-making approach
• Immediate / early joiners preferred