Senior Enterprise App Support & Incident Manager

Poland and Middle-Eastern Europe; Colombia; Presencial; COP 90.000.000 - 150.000.000; Jornada completa

Descripción de la vacante

Poland and Middle-Eastern Europe seeks an experienced Application Support Manager to lead the delivery of support and managed services for critical business applications. You will ensure service stability, drive operational excellence, and lead cross-functional support teams while maintaining high service levels and customer satisfaction.

Ideal candidates have extensive experience managing L1, L2, and L3 support teams, driving ITIL processes, and leading incident management in enterprise

Formación

• 12+ years of experience in Application Support or Managed Services.
• Proven experience leading L1/L2/L3 teams including developers and QA engineers.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Release).
• Experience managing SLAs, KPIs, MTTA, MTTR and governance.
• Willingness to participate in on-call support for Priority 1 incidents.

Responsabilidades

• Act as the single point of accountability for application support service delivery.
• Lead and manage L2/L3 developers, QA engineers, and L1 support teams.
• Drive ITIL-aligned Incident, Problem, Change, and Release Management processes.
• Lead Major Incident (P1/P2) bridges and coordinate resolution across technical teams.
• Manage escalation processes across L1, L2/L3, QA, and business stakeholders.
• Oversee application transition activities from outgoing vendors through steady-state operations.
• Ensure knowledge transfer, documentation, KEDB/KMDB maintenance, and operational readiness.
• Monitor and manage SLA/KPI performance, including MTTA, MTTR, resolution SLAs, and service quality metrics.
• Produce operational dashboards, support reports, metrics, and executive status updates.
• Identify recurring issues and drive root cause analysis, continuous improvement initiatives, automation, and AI adoption.
• Coordinate support shift schedules and ensure appropriate production coverage.
• Collaborate with business stakeholders, engineering teams, and vendors to maintain service excellence.

Conocimientos

Leadership

Communication

Stakeholder management

Ownership

On-call availability

Problem solving

Analytical thinking

Service improvement

Descripción del empleo

Poland and Middle-Eastern Europe seeks an experienced Application Support Manager to lead the delivery of support and managed services for critical business applications. You will ensure service stability, drive operational excellence, and lead cross-functional support teams while maintaining high service levels and customer satisfaction.

Ideal candidates have extensive experience managing L1, L2, and L3 support teams, driving ITIL processes, and leading incident management in enterprise