Application Support Manager (Logistic Domain SaaS – US-based Client)
Location: Pune
Job Description: Application Support Manager (Logistic Domain SaaS – US-based Client)
We are seeking an experienced and dedicated Application Support Manager to oversee the support operations for a Logistic Domain SaaS (Software as a Service) solution for our US-based client. As the Application Support Manager, you will be responsible for leading and managing a team of 15+ support professionals, ensuring smooth operations, exceptional client satisfaction, and efficient incident resolution.
Responsibilities:
Team Leadership: Lead and mentor a team of 15+ application support specialists, providing guidance, training, and performance management to ensure high-quality support services.
Client Communication: Act as the primary point of contact for the US-based client, maintaining regular communication to understand their needs, address concerns, and manage expectations effectively.
Incident Management: Oversee the resolution of application-related incidents, including troubleshooting, root cause analysis, and timely escalation when necessary, ensuring minimal downtime and disruptions to client operations.
Shift Management: Coordinate and manage support team schedules and shifts, ensuring adequate coverage to meet client requirements, including after-hours support as needed.
Reporting and Documentation: Prepare and analyze support metrics and reports, identify trends, and provide recommendations for process improvements, ensuring accurate and timely reporting to both internal and client stakeholders.
Escalation Management: Handle escalations from the support team, engage with appropriate internal departments or third-party vendors, and drive the resolution of critical incidents in a timely and efficient manner.
Process Improvement: Continuously evaluate support processes and procedures, identify areas for improvement, and implement best practices to enhance the overall efficiency and effectiveness of the support operations.
Relationship Management: Foster positive relationships with key stakeholders, including the client, internal teams, and external vendors, ensuring alignment of goals and effective collaboration.
SLA Management: Ensure adherence to Service Level Agreements (SLAs) by monitoring response and resolution times, tracking performance metrics, and implementing corrective measures when necessary. Collaborate with the client and internal teams to define SLA targets and continuously improve service delivery.
Standard Operating Procedures (SOPs): Develop and maintain comprehensive Standard Operating Procedures (SOPs) for application support processes, incident management, and service request handling. Regularly review and update SOPs to align with industry best practices and changing client requirements.
Knowledge Base (KB) Article Creation: Create and maintain a knowledge base repository by documenting common issues, resolutions, workarounds, and best practices. Develop KB articles and user guides to facilitate self-service support for end-users and internal team members.
Deployment and Release Support: Collaborate with development and deployment teams to ensure smooth application deployments and releases. Participate in deployment planning, coordination, and post-deployment support activities to minimize disruptions and address any issues that arise.
Post-Deployment Support: Provide ongoing support and assistance following application deployments or updates. Work closely with the client, development team, and other stakeholders to monitor application performance, address post-deployment issues, and gather feedback for future improvements.
Change Management: Implement effective change management processes to minimize risks during application deployments and configuration changes. Coordinate with stakeholders to assess the impact of changes, communicate planned changes to the client, and ensure proper testing and documentation are carried out.
Continuous Improvement: Identify opportunities for process improvement within the application support function. Proactively suggest and implement enhancements to streamline support processes, increase efficiency, and improve customer satisfaction.
Training and Knowledge Sharing: Conduct training sessions for the support team to enhance their technical skills, customer service capabilities, and knowledge of the logistic domain. Encourage knowledge sharing and cross-training within the team to build a robust support knowledge base.
Requirements:
Bachelor’s degree in a relevant field or equivalent experience.
Proven experience in managing application support teams, preferably in a SaaS environment.
Strong understanding of logistic or any other domain applications and their operational requirements.
Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management.
Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
Experience in incident management, problem-solving, and root cause analysis.
Strong leadership skills with the ability to motivate and develop a high-performing team.
Proficiency in using support management tools and reporting systems.
Flexibility to work in shifts and provide after-hours support when required.
Familiarity with ITIL framework and its application in support operations is a plus.
Join our team as the Application Support Manager and contribute to the success of our Logistic Domain SaaS solution for our esteemed US-based client. Apply now and become an integral part of our dynamic and customer-focused support team