Application Support Manager

1 month ago

Southlake, United States HumCap Full time

HumCap’s client, a rapidly expanding SaaS company in the financial technology industry, is seeking an Application Support Manager with exceptional technical support expertise, leadership skills, and a strong client focus. This role will lead globally distributed teams, primarily based in India and North America to ensure outstanding support services.


Responsibilities:

Team Leadership & Management

  • Lead and mentor application support teams across multiple regions, with a focus on India and North America
  • Oversee recruitment, onboarding, and development of high-performing support teams, fostering a culture of collaboration and continuous improvement.
  • Provide ongoing coaching and development to optimize team performance across time zones.

Application Support Strategy

  • Design and execute a global application support strategy that aligns with business objectives.
  • Implement proactive monitoring and automated incident detection to enhance reliability and prevent service interruptions.
  • Continually refine support processes using industry best practices and new technologies to improve response times.

Incident & Problem Management

  • Lead resolution of high-priority incidents, ensuring quick root cause analysis and long-term remediation.
  • Manage adherence to ITIL processes, emphasizing incident, problem, and change management.
  • Establish a structured escalation process for critical incidents and maintain effective communication with stakeholders.

Collaboration & Stakeholder Management

  • Act as the main liaison between support, development, and business teams for smooth issue resolution.
  • Collaborate closely with software engineering, DevOps, and infrastructure teams to support continuous service improvement.
  • Manage third-party vendor relationships to ensure SLA compliance and high performance.

Performance Monitoring & Reporting

  • Define key performance indicators (KPIs) and service level agreements (SLAs) to evaluate support efficiency.
  • Conduct regular performance reviews to identify trends and drive improvements.
  • Provide executive reporting on support operations, including incident trends and key metrics.

Process Optimization & Automation

  • Lead initiatives to automate manual tasks, enhancing efficiency and reducing error.
  • Promote DevOps best practices within the support organization, incorporating continuous monitoring and feedback loops.

Customer Service & Satisfaction

  • Ensure the team consistently delivers high-quality service to internal and external clients.
  • Establish feedback channels to continually elevate service levels and meet customer needs.
  • Lead efforts to improve user experience and customer satisfaction with application services.


Education & Experience

  • Bachelor's degree in Computer Science, IT, or related field (Master’s preferred).
  • 10+ years in application support or IT operations, including 5+ years in leadership roles.
  • Proven experience in managing large, globally distributed teams, with a focus on India and North America
  • Extensive background in recruiting and managing offshore teams and ensuring cross-regional collaboration.


Skills:

  • In-depth knowledge of application architecture, SQL/NoSQL databases, and cloud platforms (AWS, Azure).
  • Experience managing both on-premise and cloud-based applications.
  • Proficiency with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools (e.g., Datadog, Splunk).
  • Familiarity with DevOps, CI/CD processes, and ITIL frameworks.
  • Willingness to work in a fast-paced environment with potential 24/7 availability for critical issues.
  • Experience in financial, healthcare, or other highly regulated sectors is a plus.
  • ITIL, PMP, or relevant technical certifications are a plus.
  • Demonstrated success in building, mentoring, and leading globally distributed teams.
  • Experience scaling offshore teams to ensure operational efficiency.
  • Ability to manage vendor relationships and maintain SLAs.
  • Excellent problem-solving skills with a results-driven approach.
  • Strong communicator, adept at conveying technical concepts to varied audiences.
  • Skilled in prioritizing tasks, managing multiple projects, and meeting deadlines.
  • A customer-centric mindset focused on high-quality service delivery.
  • Skilled in developing application support strategies, including automation and continuous improvement.
  • Proven ability to drive performance improvements through metrics and KPIs.
  • Experience managing remote operations for seamless cross-regional collaboration.
  • Ability to manage budgets, resources, and departmental headcount effectively.

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