Description :

Location : Noida

Experience : 8 to12 years (with at least 3 to 5 years in a people-management role)

Key Responsibilities :

Application Support Operations :

- Oversee day-to-day support of enterprise applications (ERP, business applications, web-based systems, and custom applications).

- Ensure timely incident resolution in line with defined SLAs and business priorities.

- Act as an escalation point for critical production issues and major incidents.

- Monitor application performance, stability, and availability.

Team Leadership Management :

- Lead, mentor, and manage a team of application support engineers.

- Allocate workload, define priorities, and conduct performance reviews.

- Build team capability through training, documentation, and process improvements.

Stakeholder Vendor Management :

- Collaborate closely with business users, IT teams, and leadership to understand application requirements and issues.

- Coordinate with software vendors, implementation partners, and third-party support teams.

- Manage support contracts, SLAs, and vendor performance.

Process Governance :

- Implement and improve ITIL-based processes (Incident, Problem, Change, and Release Management).

- Ensure proper documentation of applications, support procedures, and knowledge base articles.

- Drive root cause analysis (RCA) and preventive actions for recurring issues.

Change Enhancement Support :

- Support application upgrades, patches, and new feature rollouts.

- Participate in UAT, deployment planning, and post-deployment support.

- Ensure smooth transition of applications from development/implementation to support.

Compliance Security :

- Ensure applications comply with company IT policies, security standards, and audit requirements.

- Support internal and external audits as required.

Required Skills Qualifications Technical Skills :

- Strong experience supporting enterprise applications (ERP systems like SAP/Oracle/Dynamics preferred).

- Understanding of databases (SQL), application logs, and basic troubleshooting.

- Familiarity with ITIL processes and service management tools.

- Experience working with on-premise and/or cloud-based applications.

Managerial Soft Skills :

- Proven people management and leadership skills.

- Strong communication and stakeholder management abilities.

- Excellent problem-solving and decision-making skills.

- Ability to work under pressure and manage multiple priorities.

Education :

- Bachelors degree in Computer Science, Information Technology, or related field.

- ITIL certification preferred.