Head - Application Support

Key Responsibilities:

• Define and implement Application Support strategy aligned to NBFC business and IT objectives.
• Establish governance mechanisms, SLAs, and escalation matrices for all production systems.
• Lead, mentor, and develop Application Support team to ensure high availability and strong service orientation.
• Oversee end-to-end support of business applications including LMS, LOS, CRM, Collection, Payment Gateway, Treasury, Accounting, Co-lending and Digital Channels etc.
• Manage incident, problem, and change management processes following ITIL best practices. Maintain complete documentation SOPs, runbooks, incident logs, and knowledge base.
• Drive root cause analysis (RCA) for recurring issues and ensure permanent corrective actions.
• Monitor daily health checks, batch jobs, integrations, and data flows across applications.
• Coordinate with application vendors (e.g., Nucleus, Salesforce, IDfy, Perfios, etc.) for issue resolution, upgrades, and enhancements.
• Review vendor SLAs, performance, and ensure adherence to agreed turnaround times.
• Manage AMC and support contracts, renewal timelines, and vendor escalations.
• Act as the key escalation point for business teams for any production issues.
• Ensure timely communication, updates, and impact assessment for incidents or planned downtimes.
• Work closely with business users, product owners, and development teams for functional alignment and continuous improvement.
• Implement monitoring dashboards, alerts, and proactive health checks for critical applications. Publish daily/weekly/monthly performance reports, SLA dashboards, and downtime analysis.
• Drive automation to reduce manual dependency in routine support tasks and reconciliations.
• Standardize processes for release management, deployments, and environment stability.
• Ensure compliance with internal IT policies, regulatory and audit requirements (RBI, ISO etc). Participate in audits, DR drills, and business continuity exercises.
• Track and report key metrics such as incident volumes, MTTR, uptime %, and recurring issues.
• Present improvement plans and highlight risk areas to senior management.

Required Skills & Experience:

• Strong knowledge of NBFC domain processes Lending, Collections, Payments, CRM, Treasury, Accounting, Co-lending etc.
• Hands-on understanding of key platforms such as Nucleus LMS, Oracle Fusion, Salesforce, or similar systems.
• Sound understanding of APIs, integrations, middleware, and database performance.
• Expertise in ITIL processes and service management tools (ServiceNow, Mange Engine etc.).
• Proven ability to manage vendors and internal cross-functional teams.
• Excellent communication, analytical, and problem-solving skills.