Application Support Manager

Ness Group; Bengaluru; Presencial; INR 3.000.000 - 5.400.000; Jornada completa

Descripción de la vacante

Ness Group is seeking a senior application support leader to own end-to-end delivery, oversee transition/takeover, and run a lean, automation-driven support organization. You will manage ITIL processes, ownership of SLAs, and monthly reviews with client stakeholders while guiding modernization and cloud initiatives.

You will lead a multi‑application portfolio, drive optimization, and mentor tech leads to build a high‑performing team with a strong focus on governance, efficiency and value

Formación

• Proven track record leading application support, including transition/takeover.
• Strong ITIL v4 knowledge and hands-on ServiceNow (or similar ITSM) experience.
• Experience running lean, outcome-based support models and achieving productivity gains through automation.
• Good understanding of cloud-hosted application landscapes (AWS primary; GCP/Azure a plus) and SaaS/COTS.
• Experience with application portfolio rationalization and modernization programs.
• Excellent stakeholder management, executive communication and commercial awareness (budgets, SOWs, SLAs).

Responsabilidades

• Plan and lead transition due diligence and knowledge transfer.
• Define target operating model for new teams and portfolio/technology-based clustering.
• Own SLAs/KPIs and lead monthly service reviews with client stakeholders.
• Run ITIL processes: incident, problem, change, release, knowledge and major-incident management.
• Manage tickets with a lean team and balance break-fix with strategic delivery.
• Drive automation (self-healing, monitoring, GenAI-assisted support) to reduce effort and cost.
• Hire and onboard tech leads and engineers; foster ownership and continuous improvement.

Conocimientos

ITIL v4

ServiceNow

Automation

Stakeholder mgmt

Cloud AWS

SaaS & COTS

Application portfolio

Leadership

Communication

Herramientas

ServiceNow

Jira

AWS

Descripción del empleo

Own the end-to-end delivery of application support for hundreds of applications, lead the transition of the application to new teams and run a lean, automation-driven support organization that continuously reduces effort through modern ization, cons oli dation and in novation.

Key responsibilities

Transition & takeover

Plan and lead the t ransition : due diligence, knowledge transfer, shadow and reverse-shadow phases, readiness gates and go-live sign-off.

Define the target operating model for the new teams , application clustering by portfolio/technology, and coverage model (L2/L3, on-call, follow-the-sun if needed).

Identify and mitigate transition risks, especially for the Critical/High applications

Ensure complete knowledge capture: runbooks, architecture views, SOPs, access, credentials handover and CMDB data quality.

Own SLAs/KPIs (MTTR, backlog, SLA adherence, first-time fix, CSAT) and lead monthly service reviews and QBRs with client stakeholders.

Run ITIL processes: incident, problem, change, release, knowledge and major-incident management.

Manage ~14,400 tickets/year with a smaller team through demand reduction, problem elimination and shift-left .

Manage budget, capacity planning, contractor onboarding and performance within the commercial envelope.

Incident, defect & task management

Run day-to-day management of incidents, defects and client-created tasks in ServiceNow/Jira: assignment, prioritization, SLA tracking and closure quality.

Run daily stand-ups/triage with the Tech Lead and align the backlog priorities agreed with the client via the Service Client Manager.

Balance capacity between break-fix, defect resolution and client task delivery; flag capacity risks early.

Own problem management so recurring incidents become permanent fixes.

Modernization, merging & innovation

Partner with portfolio owners on application rationalization

Build a roadmap for consolidation/merging of overlapping applications, decommissioning and cloud/SaaS modernization.

Drive automation (self-healing, monitoring, AIOps, GenAI/Copilot-assisted support) to deliver measurable FTE and cost reduction year on year.

Present business cases for modernization initiatives with clear ROI and risk.

People leadership

Hire and onboard the team including Tech leads and core/key team members

Lead, coach and grow Tech Leads and engineers; build a multi-skilled, cross-trained team that can cover many applications.

Foster a culture of ownership, continuous improvement and knowledge sharing.

Required qualifications & skills

Proven track record leading application support, including the transition/takeover.

Strong ITIL v4 knowledge and hands-on ServiceNow (or similar ITSM) experience.

Experience running lean, outcome-based support models and achieving productivity gains through automation.

Good understanding of cloud-hosted application landscapes (AWS primary; GCP/Azure a plus ), SaaS and COTS.

Experience with application portfolio rationalization (Gartner TIME or similar) and modernization programs.

Excellent stakeholder management, executive communication and commercial awareness (budgets, SOWs, SLAs).

Nice to have

ITIL v4 Managing Professional, PMP/PRINCE2, AWS certification.

Experience in media, music or entertainment (royalties, rights, metadata, supply chain, D2C).

Exposure to AIOps, observability platforms (Datadog, Dynatrace, Splunk) and GenAI for support.

Core competencies

Ownership mindset and calm under pressure in high-impact incidents.

Fast learner able to support many applications with varied technologies.

Clear written and verbal communication in English with business and technical stakeholders.

Continuous-improvement and automation-first thinking.