- Service & SLA Management: Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability.
- Team Leadership: Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness.
- Stakeholder Engagement: Act as the primary bridge between technical teams, business stakeholders, and third-party vendors to communicate progress and manage expectations.
- Continuous Improvement: Proactively analyze ticket trends and system bugs to identify root causes, improve support processes, and optimize software reliability.
- Compliance & Governance: Ensure application support activities adhere to established frameworks (e.g., ITIL), data security protocols, and audit requirements.
- Release Management: Ensure business and technology teams are prepared for successful go-lives, software patches, and system upgrades