Support Delivery Manager

Xebia; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Xebia in Bogotá seeks an experienced Application Support Manager to lead the delivery of application support and managed services for critical business applications. You will ensure service stability, drive operational excellence, and supervise cross-functional support teams while maintaining high service levels.

The role requires extensive experience managing L1, L2, and L3 support, ITIL processes, and incident management in enterprise environments, with a focus on continuous improvement and

Formación

• Combined 12+ years in Application Support or Managed Services.
• Proven leadership of L1/L2/L3 teams including QA engineers.
• Strong knowledge of ITIL Incident, Problem, Change, Release Management.

Responsabilidades

• Own end-to-end application support service delivery.
• Lead L2/L3 developers, QA engineers, and L1 support teams.
• Coordinate Major Incident bridges and cross-team resolution.
• Oversee transitions from vendors to steady-state operations.
• Manage SLA/KPI performance and operational dashboards.
• Drive continuous improvement, automation, and AI adoption.

Conocimientos

Leadership

ITIL processes

Incident management

Stakeholder management

Communication

On-call support

Descripción del empleo

About The Role

We are seeking an experienced Application Support Manager to lead the delivery of application support and managed services for critical business applications. This role is responsible for ensuring service stability, driving operational excellence, managing application transitions, and leading cross-functional support teams while maintaining high service levels and customer satisfaction.

We are seeking an experienced Application Support Manager to lead the delivery of application support and managed services for critical business applications. This role is responsible for ensuring service stability, driving operational excellence, managing application transitions, and leading cross-functional support teams while maintaining high service levels and customer satisfaction.

The ideal candidate has extensive experience managing L1, L2, and L3 application support organizations, driving ITIL processes, and leading incident management in enterprise environments.

Key Responsibilities

• 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.

Core Requirements

• 12+ years of experience in Application Support or Managed Services.
• Proven experience leading application support teams consisting of L1 engineers, L2/L3 developers, and QA engineers.
• Experience managing enterprise application support operations.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, and Release Management.
• Experience managing SLAs, KPIs, MTTA, MTTR, and service governance.
• Experience leading major incident management and production support.
• Experience managing application transitions from incumbent vendors to steady-state support.
• Experience working with cross-functional business and technical stakeholders.
• Experience managing support teams operating in shift-based environments.
• Strong communication, leadership, and stakeholder management skills.
• Willingness to participate in on-call support during non-working hours and weekends for Priority 1 (P1) incidents.

Preferred Qualifications

• Experience supporting web-based or e-commerce applications.
• Experience in the Cruise industry.
• Experience driving automation and AI adoption within support organizations.
• ITIL Foundation or higher certification.
• Experience with knowledge management and operational reporting tools.

Working Style

We are looking for someone who demonstrates:

• Strong leadership and operational management skills.
• Excellent communication and stakeholder management abilities.
• Ownership and accountability for production support and service delivery.
• A proactive approach to continuous service improvement.
• Strong analytical and problem-solving skills.
• Customer-focused decision-making.
• The ability to perform effectively in high-pressure production support environments.