Manager - Application Support - Gurgaon / Gurugram - confidential

    confidential
    confidential Gurgaon / Gurugram

    5 days ago

    Full time
    Description

    Key Responsibilities:

    • Serve as the primary contact for support escalations for gStore applications.
    • Oversee and manage support engineers, ensuring adherence to SLAs and best practices.
    • Lead the delivery of high-quality, on-time application support in a fast-paced environment.
    • Monitor compliance with application support processes and procedures.
    • Provide technical direction, solving complex application issues with advanced troubleshooting skills.
    • Oversee ITSM ticketing, including assignment, documentation, routing, and escalation.
    • Assist with support requests as needed and ensure observability and monitoring for gStore customers.
    • Recommend improvements to processes, tools, security, scalability, reliability, and performance.
    • Coach and mentor support engineers to promote autonomy, efficiency, and technical growth.
    • Manage HR responsibilities for the team, including pay planning, promotions, expenses, and leave.
    • Generate and interpret support metrics, KPIs, and ITSM SLAs.
    • Participate in client meetings to resolve issues and present metrics.

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