Application Support Manager

HumCap’s client, a rapidly expanding SaaS company in the financial technology industry, is seeking an Application Support Manager with exceptional technical support expertise, leadership skills, and a strong client focus. This role will lead globally distributed teams, primarily based in India and North America to ensure outstanding support services.

Responsibilities:

Team Leadership & Management

• Lead and mentor application support teams across multiple regions, with a focus on India and North America
• Oversee recruitment, onboarding, and development of high-performing support teams, fostering a culture of collaboration and continuous improvement.
• Provide ongoing coaching and development to optimize team performance across time zones.

Application Support Strategy

• Design and execute a global application support strategy that aligns with business objectives.
• Implement proactive monitoring and automated incident detection to enhance reliability and prevent service interruptions.
• Continually refine support processes using industry best practices and new technologies to improve response times.

Incident & Problem Management

• Lead resolution of high-priority incidents, ensuring quick root cause analysis and long-term remediation.
• Manage adherence to ITIL processes, emphasizing incident, problem, and change management.
• Establish a structured escalation process for critical incidents and maintain effective communication with stakeholders.

Collaboration & Stakeholder Management

• Act as the main liaison between support, development, and business teams for smooth issue resolution.
• Collaborate closely with software engineering, DevOps, and infrastructure teams to support continuous service improvement.
• Manage third-party vendor relationships to ensure SLA compliance and high performance.

Performance Monitoring & Reporting

• Define key performance indicators (KPIs) and service level agreements (SLAs) to evaluate support efficiency.
• Conduct regular performance reviews to identify trends and drive improvements.
• Provide executive reporting on support operations, including incident trends and key metrics.

Process Optimization & Automation

• Lead initiatives to automate manual tasks, enhancing efficiency and reducing error.
• Promote DevOps best practices within the support organization, incorporating continuous monitoring and feedback loops.

Customer Service & Satisfaction

• Ensure the team consistently delivers high-quality service to internal and external clients.
• Establish feedback channels to continually elevate service levels and meet customer needs.
• Lead efforts to improve user experience and customer satisfaction with application services.

Education & Experience

• Bachelor's degree in Computer Science, IT, or related field (Master’s preferred).
• 10+ years in application support or IT operations, including 5+ years in leadership roles.
• Proven experience in managing large, globally distributed teams, with a focus on India and North America
• Extensive background in recruiting and managing offshore teams and ensuring cross-regional collaboration.

Skills:

• In-depth knowledge of application architecture, SQL/NoSQL databases, and cloud platforms (AWS, Azure).
• Experience managing both on-premise and cloud-based applications.
• Proficiency with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools (e.g., Datadog, Splunk).
• Familiarity with DevOps, CI/CD processes, and ITIL frameworks.
• Willingness to work in a fast-paced environment with potential 24/7 availability for critical issues.
• Experience in financial, healthcare, or other highly regulated sectors is a plus.
• ITIL, PMP, or relevant technical certifications are a plus.
• Demonstrated success in building, mentoring, and leading globally distributed teams.
• Experience scaling offshore teams to ensure operational efficiency.
• Ability to manage vendor relationships and maintain SLAs.
• Excellent problem-solving skills with a results-driven approach.
• Strong communicator, adept at conveying technical concepts to varied audiences.
• Skilled in prioritizing tasks, managing multiple projects, and meeting deadlines.
• A customer-centric mindset focused on high-quality service delivery.
• Skilled in developing application support strategies, including automation and continuous improvement.
• Proven ability to drive performance improvements through metrics and KPIs.
• Experience managing remote operations for seamless cross-regional collaboration.
• Ability to manage budgets, resources, and departmental headcount effectively.