Application Support Manager

DNEG; Mumbai; On-site; INR 2,800,000 - 4,500,000; Full time

Job summary

DNEG in Mumbai is seeking an experienced Application Support Manager to lead our Production Support team. You will ensure stability, availability, and performance of critical applications in a 24x7 global environment.

You will drive incident, problem, and change management, coordinate across Development, Infra, and Vendors, and mentor L1/L2/L3 engineers while delivering continual service improvement.

Qualifications

• 10–15+ years in application production support / IT operations.
• Experience managing 24x7 global production support operations.
• Proven incident, problem and change management experience with stakeholder communication.

Responsibilities

• Lead day-to-day production support operations across multiple business applications.
• Ensure high availability and SLA compliance.
• Manage Major Incidents (P1/P2) end-to-end across cross-functional teams.
• Coordinate with Development, Infrastructure, Database, Cloud, and Vendors.
• Drive continual service improvement and operational excellence.
• Mentor L1/L2/L3 support engineers and set KPIs.
• Manage stakeholder communications and executive reporting.
• Develop and maintain SOPs, Runbooks, and knowledge bases.

Skills

Linux/Windows

Databases

App Servers

Web Servers

Kubernetes/Docker

Cloud Platforms

Monitoring Tools

CI/CD

Scripting

Log Analysis

ITSM Tools

Tools

Grafana

Prometheus

Zabbix

Nagios

Datadog

AppDynamics

Dynatrace

Jenkins

Azure DevOps

GitHub Actions

PowerShell

Bash

Python

ELK Stack

Splunk

ServiceNow

Jira

BMC Remedy

Job description

Job Title: Application Support Manager

Location: Mumbai Experience: 1015+ Years in Application Production Support / IT Operations

Role Summary

We are seeking an experienced Application Support Manager to lead our Production Support team responsible for ensuring the stability, availability, and performance of business-critical applications. The ideal candidate will have strong technical expertise, leadership skills, and experience managing global support operations in a 24x7 environment.

The Application Support Manager will be responsible for Incident Management, Problem Management, Change Management, Service Delivery, stakeholder communication, and continuous service improvement while leading a team of L1/L2/L3 support engineers.

Key Responsibilities

Service Delivery

• Manage day-to-day production support operations.
• Ensure high application availability and SLA compliance.
• Lead 24x7 support operations across multiple business applications.
• Monitor production systems and proactively address potential issues.
• Drive operational excellence and continuous improvement initiatives.

Incident Management

• Lead Major Incident (P1/P2) resolution.
• Coordinate with Development, Infrastructure, Database, Cloud, and Vendor teams.
• Conduct incident reviews and Root Cause Analysis (RCA).
• Implement preventive measures to reduce recurring incidents.

Problem Management

• Identify recurring production issues.
• Drive permanent fixes with Engineering teams.
• Maintain Known Error Database (KEDB).
• Track action items until closure.

Change & Release Management

• Review production changes.
• Ensure deployment readiness.
• Participate in CAB meetings.
• Validate rollback plans.
• Coordinate production deployments.

Team Management

• Lead and mentor Application Support Engineers.
• Define KPIs and performance goals.
• Conduct regular performance reviews.
• Plan resource allocation and shift management.
• Build technical capability within the team.

Stakeholder Management

• Serve as the primary contact for business and customers during major incidents.
• Provide executive-level incident communications.
• Manage customer escalations.
• Present operational metrics to leadership.

Monitoring & Automation

• Improve monitoring coverage.
• Reduce alert noise.
• Drive automation of repetitive operational tasks.
• Enhance operational dashboards.

Documentation

• Maintain SOPs, Runbooks, Knowledge Base, and Operational Documentation.
• Ensure documentation is current and accessible.

Compliance

• Ensure adherence to ITIL processes.
• Support internal and external audits.
• Maintain operational governance.

Technical Skills

• Linux / Windows Server Administration
• SQL Server, Oracle, MySQL, PostgreSQL
• Application Servers (Tomcat, JBoss, WildFly, IIS)
• Web Servers (Nginx, Apache)
• Kubernetes & Docker
• Cloud Platforms (AWS, Azure, GCP)
• Monitoring Tools (Grafana, Prometheus, Zabbix, Nagios, Datadog, AppDynamics, Dynatrace)
• CI/CD tools (Jenkins, Azure DevOps, GitHub Actions)
• Scripting (PowerShell, Bash, Python)
• Log Analysis (ELK Stack, Splunk)
• ITSM Tools (ServiceNow, Jira, BMC Remedy)