Manager – Application Support / developer

Job Title

Program Manager Application Support

Location

Mumbai (Onsite)

Experience

Minimum 5 years (Application Support / IT Service Delivery)

Notice Period

Early joiners preferred (Immediate to short notice)

Role Overview

We are looking for a Program Manager Application Support to lead and govern end-to-end application support operations. The role requires strong ownership of ITIL-based service delivery, incident and escalation management, and strict adherence to SLAs. The incumbent will act as a single point of accountability for application stability, service performance, and continuous improvement.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end application support delivery across L2/L3 teams.
• Monitor application availability, performance, and service health.
• Ensure timely resolution of incidents, service requests, and escalations in line with defined SLAs.
• Lead Major Incident Management (MIM), including coordination, communication, and post-incident reviews.
• Track and improve KPIs such as SLA compliance, MTTR, incident recurrence, and backlog reduction.

ITIL & Process Governance

• Implement and govern ITIL processes, primarily:
• Incident Management
• Problem Management
• Change Management (support perspective)
• Service Level Management
• Ensure process adherence, documentation, and continuous process optimization.
• Conduct RCA reviews and drive preventive and corrective actions.

Stakeholder & Team Management

• Act as the primary interface between business stakeholders, vendors, and internal support teams.
• Provide regular service performance reports and operational dashboards to leadership.
• Guide, mentor, and review performance of application support teams.

Required Skills & Experience

• Minimum 5 years of experience in Application Support / Production Support / IT Service Management roles.
• Strong hands-on experience with:
• ITIL framework
• Incident Management & Major Incident handling
• SLA management and service reporting
• Experience working in 24x7 or business-critical application environments.
• Strong communication, coordination, and stakeholder management skills.
• Ability to manage pressure situations and drive structured problem resolution.

Certifications (Preferred)

• ITIL Foundation or higher (preferred)

Work Mode

Onsite Mumbai