Application Support Manager

Job Title:

Service Delivery Manager – Application Support (BFSI IT Operations)

Location:

Mumbai

Experience:

7+ Years
Notice Period:  Immediate / Early Joiners Preferred

Employment Type:

Full-Time

Role Overview
We are looking for an experienced  Service Delivery Manager – Application Support  to lead large-scale production support and IT service operations for BFSI clients.
This role is primarily focused on  24/7 application support, ITIL-driven service management, SLA governance, and operational stability  of mission-critical BFSI platforms. The ideal candidate must have hands-on experience managing L1/L2/L3 support teams, handling escalations, driving RCA, and ensuring seamless service continuity in high-availability environments.

Key Responsibilities
1. Application Support & Production Operations
Lead end-to-end  24/7 production support  for critical BFSI applications.
Manage L1/L2 (and coordinate with L3) support teams ensuring SLA adherence.
Oversee incident triaging, backlog reduction, and ticket resolution within defined timelines.
Drive ITIL processes – Incident, Problem, Change, and Access Management.
Validate releases and deployment activities with zero business disruption.
Ensure availability, stability, and performance of applications in BAU mode.
2. SLA/KPI Governance & Operational Reporting
Own SLA/KPI tracking, breach analysis, and service improvement plans.
Prepare daily/weekly/monthly dashboards (incident trends, uptime %, MTTR, backlog, change success rate).
Conduct service review meetings with client stakeholders.
Manage escalations and ensure effective communication during major incidents (P1/P2).
3. Stakeholder & Client Management
Act as single point of contact (SPOC) for application support delivery.
Coordinate between client stakeholders, infra teams, DB teams, and release teams.
Drive smooth transition of new applications into support.
Ensure clear communication during outages and critical business events.
4. Compliance, Audit & Governance
Support internal and external audits related to IT operations.
Ensure process documentation, SOP adherence, and knowledge repository updates.
Maintain governance rigor aligned to BFSI compliance requirements.
Conduct operational reviews and periodic health checks.
5. Root Cause Analysis & Continuous Improvement
Lead detailed RCA for recurring and high-severity incidents.
Identify automation opportunities to reduce repetitive incidents.
Drive preventive controls and long-term fixes.
Implement process improvements aligned with Lean/continuous improvement principles.
6. Team Leadership
Manage and mentor large teams (50–120+ associates).
Conduct daily huddles and service performance reviews.
Ensure skill enhancement and technical upskilling.
Build a stable, high-performing support culture.
Required Skills & Experience
7+ years of experience in  Application Support / IT Service Delivery within BFSI domain .
Strong expertise in ITIL processes (Incident, Problem, Change, Access).
Experience managing  24/7 support environments .
Hands-on exposure to production support of mission-critical banking/financial systems.
Strong SLA/KPI governance and reporting expertise.
Experience handling major incidents and client escalations.
Exposure to audit and compliance requirements in BFSI.
Strong stakeholder management and communication skills.
Technical Skills
ITSM Tools (Service Now / Remedy / similar)
SQL (basic troubleshooting, query validation, log analysis)
MS Excel (dashboards, pivot reports), PowerPoint (governance decks)
Understanding of application deployment & release lifecycle
Collaboration tools – MS Teams, Outlook
Ideal Candidate Profile
Strong operational ownership mindset
Hands-on problem solver (not purely governance-focused)
Calm under pressure during production outages
Data-driven decision-making approach
Immediate / early joiners preferred