Application Service Management
Zensar Technologies · IT Services & Consulting
- Bangalore, Karnataka, India
- On-site
- Posted today
- Apply by 7 Oct
About the job
We are seeking an Application Support Manager to lead L2/L3 production support for business‑critical applications, with a strong grounding in ServiceNow and preferred hands‑on exposure to .NET and microservices environments. The ideal candidate started their career as a Support Engineer , has matured into people and stakeholder leadership, excels under pressure, and consistently delivers RCA , stability , and SLA adherence. This is a client‑facing role requiring excellent communication and the ability to influence cross‑functional teams.
Must work 2-3 days from client office in Bangalore
Key Responsibilities
Service Delivery & Operations - Own end‑to‑end incident, problem, and change management via ServiceNow (ticket triage, prioritization, SLAs, escalations).
Lead major incident management (MIM) bridges, coordinate across engineering, infra, vendor teams; ensure timely restoration and communication.
Drive root cause analysis (RCA) , corrective & preventive actions (CAPA), and publish post‑incident reports with clear action owners and timelines.
Manage release readiness and post‑deployment validation of application changes in partnership with Dev/DevOps.
Technical Leadership - Guide L2/L3 teams in troubleshooting .NET / microservices based applications (APIs, services, integrations) and basic infra touchpoints.
Review logs, performance metrics, dashboards; direct teams on runbooks, playbooks, and escalation paths.
Ensure observability (monitoring, alerting, synthetic checks) is effective; work with teams to reduce noise and MTTR.
Stakeholder & Client Management - Act as the primary point of contact for business and client stakeholders; run governance forums, service reviews, and cadence calls.
Translate business impact into technical priorities; provide clear, timely updates during incidents and planned works.
Negotiate priorities, manage expectations, and ensure customer satisfaction (CSAT) and service health.
Team Management - Lead and coach a team of support engineers; oversee shift rosters, on‑call rotations, and workload balancing.
Drive capability building (cross‑training, knowledge sessions) and maintain an up‑to‑date knowledge base/runbooks .
Promote a culture of first‑time‑right , ownership, and continuous improvement (CIP).
Governance & Continuous Improvement - Track and report service metrics (SLAs, SLOs, MTTA/MTTR, backlog, aging, repeat incidents).
Identify automation opportunities (e.g., self‑heal scripts, ServiceNow workflows) and process improvements (Problem/Change maturity).
Ensure adherence to ITIL practices, compliance, and audit readiness.
Must‑Have Qualifications
Must work 2-3 days from client office in Bangalore
10+ years of total experience with at least 5+ years in application support leadership/management .
Early career as a Support Engineer (hands‑on L2/L3 troubleshooting background).
Strong, practical experience with ServiceNow (Incident/Problem/Change, CMDB basics, reporting).
Proven track record in major incident handling , RCA/CAPA , and SLA management .
Excellent client‑facing communication , stakeholder management, and business engagement skills.
Ability to lead teams under pressure , make decisions quickly, and drive outcomes.
Technical Stack (Preferred)
.NET/ASP.NET Core , C# , REST APIs; understanding of microservices and containerized deployments (Docker/K8s concepts).
Basic knowledge of cloud (Azure/AWS) , CI/CD pipelines, and common monitoring tools (e.g., App Insights, Dynatrace, New Relic, Grafana).
SQL proficiency for investigation (queries, performance basics); scripting familiarity ( PowerShell , Shell ).
Education & Certifications
Bachelor’s in Computer Science/Engineering/IT (or equivalent experience).
ITIL Foundation (must have or commit to obtain shortly after joining).
ServiceNow certification (e.g., CSA ) preferred.
Soft Skills
Strong ownership, situational leadership, and conflict resolution.
Structured problem solving and crisp written/verbal communication.
Empathy and coaching mindset; ability to motivate teams during high‑pressure incidents.