IT Application Support Manager

About the Role

You will be responsible to provide leadership, planning, prioritization, scheduling, reporting and effective execution of the application maintenance and support services. You will lead and drive the Level 3 production incident and problem management processes. This includes managing application support within assigned LOBs. You will also contribute to Business – IT strategy, manage delivery teams and IT budgeting of the assigned line of business

Your Responsibilities

• Manage the application support processes and adherence. Prepare and review system faults, assess severity levels, recommend solutions, ensure timely corrective and preventive actions
• Provide Level 3 production support and manage incident resolution against established SLAs
• Supervise all alerts related to application and system procedures and provide services proactively.
• Publish the Root cause analysis for the issues reported, coordinating with the other teams and ensure corrective actions are taken.
• Manage transition and go-live of the application, ensure adequate resourcing for post-go-live support
• Work with the Infrastructure teams / vendors in build / deployment of the applications and build monitoring measures to ensure application stability
• Ensure the deployments are carried out in all production environments and also plan switchover of the applications across data centers in a timely manner
• Carry out post implementation reviews and to document lessons learned
• Proactively identify and communicate issues leveraging standard monitoring and alerting tools and work with internal stakeholders and vendors in closure of issues. Ensure synthetic transactions are in place to monitor critical business transactions.
• Work with the relevant teams to build regression test packs and execute regression test pack before promotes to production
• Ensure performance testing of the application conducted on regular intervals and compare results against the performance benchmark and publish the results to key stakeholders.
• Provide advice and guidance to team on technical matters.
• Monitor day to day operations of Business-Critical in-house and vendor solutions implemented in SaaS model.
• Plan and ensure routine audits and timely housekeeping / Infrastructure maintenance activities to support Application health
• Create/update support procedures and ensure proper maintenance of standard operating procedure (SOP)
• Provides reports of system usage, capacity and availability to management and users as per business requirements/QR IT compliance

Qualifications, Knowledge, Skills & Experience

• Bachelor Degree with minimum 8 years of experience in leading and supporting large enterprise systems.
• Industry experience in Airline Commercial is preferred
• Good knowledge of Enterprise integration Technologies
• Good Knowledge of Messaging Frameworks.
• Hands-on experience in Systems Development/Design and Implementation Management
• Specialized technical experience, ideally within a project-based IT environment
• Good understanding of Software Development Life Cycle
• Strong Vendor Management specially contracts and procurement processing required