Application Service Management

We are seeking an Application Support Manager to lead L2/L3 production support for business‑critical applications, with a strong grounding in ServiceNow and preferred hands‑on exposure to .NET and microservices environments. The ideal candidate started their career as a Support Engineer , has matured into people and stakeholder leadership, excels under pressure, and consistently delivers RCA , stability , and SLA adherence. This is a client‑facing role requiring excellent communication and the ability to influence cross‑functional teams.

Must work 2-3 days from client office in Bangalore

Service Delivery & Operations Own end‑to‑end incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations).

Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication.

Drive root cause analysis (RCA) , corrective & preventive actions (CAPA), and publish post‑incident reports with clear action owners and timelines.

Manage release readiness and post‑deployment validation of application changes in partnership with Dev/DevOps.

Technical Leadership Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints.

Review logs, performance metrics, dashboards; direct teams on runbooks, playbooks, and escalation paths.

Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR.

Stakeholder & Client Management Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls.

Translate business impact into technical priorities; provide clear, timely updates during incidents and planned works.

Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.

Team Management Lead and coach a team of support engineers; oversee shift rosters, on‑call rotations, and workload balancing.

Drive capability building (cross‑training, knowledge sessions) and maintain an up‑to‑date knowledge base/runbooks .

Promote a culture of first‑time‑right , ownership, and continuous improvement (CIP).

Governance & Continuous Improvement Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).

Identify automation opportunities (e.g., self‑heal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).

Ensure adherence to ITIL practices, compliance, and audit readiness.

Must‑Have Qualifications

Must work 2-3 days from client office in Bangalore

10+ years of total experience with at least 5+ years in application support leadership/management .

Early career as a Support Engineer (hands‑on L2/L3 troubleshooting background).

Strong, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).

Proven track record in major incident handling , RCA/CAPA , and SLA management .

Excellent client‑facing communication , stakeholder management, and business engagement skills.

Ability to lead teams under pressure , make decisions quickly, and drive outcomes.

Technical Stack (Preferred)

.NET/ASP.NET Core , C# , REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).

Basic knowledge of cloud (Azure/AWS) , CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).

SQL proficiency for investigation (queries, performance basics); scripting familiarity ( PowerShell , Shell ).

Education & Certifications

Bachelor’s in Computer Science/Engineering/IT (or equivalent experience).

ITIL Foundation (must have or commit to obtain shortly after joining).

ServiceNow certification (e.g., CSA ) preferred.

Soft Skills

Strong ownership, situational leadership, and conflict resolution.

Structured problem solving and crisp written/verbal communication.

Empathy and coaching mindset; ability to motivate teams during high‑pressure incidents.