Application Support Manager

Shya Workforce Solutions; Gurugram District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Shya Workforce Solutions in India is seeking an experienced Senior Technical Support Manager to lead post-go-live support for mission-critical enterprise platforms. You will own hypercare, incident management, SLA governance, and executive communications to ensure uptime and customer satisfaction.

You will partner with Product, Engineering and Customer Success teams, drive ITSM processes with Jira, and mentor teams to establish scalable support operations using AI and automation.

Qualifications

• 7+ years in Technical Support, Application Support, IT Operations, or Service Delivery.
• Experience supporting large enterprise customers in a global environment.
• Strong understanding of enterprise applications, APIs, cloud technologies, and integrations.
• Hands-on experience with Jira/Jira Service Management or similar ITSM tools.
• Proven experience with incident management, hypercare, and SLA governance.
• Excellent stakeholder management and executive communication skills.

Responsibilities

• Lead post-go-live support and hypercare for enterprise platforms
• Manage critical incidents (P1/P2), escalations, and executive stakeholder communications
• Drive SLA/OLA governance, RCA, and operational excellence
• Partner with Product, Engineering, and Customer Success teams to resolve complex issues
• Improve support operations through AI, automation, and process optimization
• Mentor support teams and establish scalable support processes

Skills

Leadership

Stakeholder management

Incident management

Executive communication

AI-driven optimization

Tools

Jira/Jira Service Management

Job description

We're hiring an experienced Senior Technical Support Manager to lead post-go-live support for mission-critical enterprise platforms. This role is ideal for professionals with strong experience in hypercare, incident management, SLA governance, and enterprise customer support.

Key Responsibilities

• Lead post-go-live support and hypercare for enterprise platforms
• Manage critical incidents (P1/P2), escalations, and executive stakeholder communications
• Drive SLA/OLA governance, RCA, and operational excellence
• Partner with Product, Engineering, and Customer Success teams to resolve complex issues
• Improve support operations through AI, automation, and process optimizationMentor support teams and establish scalable support processes

Requirements

• 7+ years in Technical Support, Application Support, IT Operations, or Service Delivery
• Experience supporting large enterprise customers in a global environment
• Strong understanding of enterprise applications, APIs, cloud technologies, and integrations
• Hands-on experience with Jira/Jira Service Management or similar ITSM tools
• Proven experience with incident management, hypercare, and SLA governance
• Excellent stakeholder management and executive communication skills

Nice to Have: SAP, ITIL, AMS/Managed Services, AI-driven support automation.