Application Support Manager

Intellect Design Arena; Navi Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Intellect Design Arena in Navi Mumbai seeks a seasoned IT Project Manager to lead a DC application support team and drive end-to-end project delivery. You will coordinate with the bank interfaces and ensure timely resolution of critical incidents end-to-end.

The role requires 10+ years in IT project management within BFSI, strong cloud knowledge, and experience with EKuber ecosystem. You will mentor teams, manage releases, and optimize operations across UAT and Production environments.

Qualifications

• Engineering graduate required.
• Minimum 10 years in IT project management in BFSI preferred.
• Knowledge of cloud technologies and ekuber ecosystem interfaces.

Responsibilities

• Lead and manage a DC application support team at the data center.
• Review and monitor tickets, calls and emails for priority responses.
• Ensure completion of key activities (EOD, SOD, market ops) as scheduled.
• Maintain interfaces with internal systems and external entities up and running.
• Ensure all system transactions are processed successfully.
• Allocate resources for UAT and Production support.
• Support helpdesk with engineering for bug fixes and CR releases.
• Follow release management processes during CR deployments.
• Share required documents with the bank for production releases.
• Prepare POA for major activities including EOY, HY, and EOM closes.
• Front-end critical application support with customers and banks.
• Close incidents promptly with minimal user impact.
• On-board governments and banks per RBI SOP.
• Support UAT for RO users, banks & governments.
• Assist VAPT and ensure CR/application compliance with bank policies.
• Share weekly activity reports: tickets, incidents, exceptions.
• Provide RCAs and implement preventive and permanent fixes.
• Organize training for new support resources across modules.
• Liaise with DC teams for interface systems as per bank requirements.
• Coordinate with customer support and infrastructure leads for DR drills and project activities.
• Manage escalations from banks on response and resolution.

Skills

IT project management

Leadership

BFSI domain knowledge

Cloud technologies

ekuber ecosystem interfaces

Education

Engineering graduate

Job description

Role & responsibilities

1. 1. Manage and lead a team of DC application support team leads at data center
2. 2. Review and monitor the application support tickets, calls and emails are responded on priority
3. 3. Ensure that all the critical activities of EOD, SOD, market operations etc. are completed as per the schedule
4. 4. Review and monitor that all the interfaces with internal systems and external entities are up and running at all the times
5. 5. Review and monitor that all the transactions in the system are processed successfully
6. 6. Resource allocation for support of different types of functions in UAT and in Production
7. 7. Support the helpdesk team in collaborating with the engineering team for getting the solutions to the bug fixes and CR releases
8. 8. Ensure that all the processes of software release management is followed at the time of CR deployments in the Production system
9. 9. Ensure that all the required documents are shared to the bank for any release to the Production systems
10. 10. Prepare and execute the POA for all the major activities which includes commercial banks EOY, RBIs HY and annual closing & EOM activities
11. 11. Front end the critical application level support with the customer and the banks
12. 12. Ensure that the incidents in the system are closed on priority with minimum impact to the users and the banks
13. 13. Review and monitor the on-boarding of the governments and banks as per the agreed SOP in coordination with RBI
14. 14. Extend support to the UAT for RO users, banks & governments
15. 15. Extend support for performing the VAPT and completing its compliance for the CR/application based on the banks policies
16. 16. Prepare and share weekly report for the activities done in the application, number of tickets raised and closed during the week, incidents occurred during the week and any critical exceptions in any of the application of CBS, QPX and QCyM
17. 17. Prepare and provide RCAs for all the critical incidents which occur in the system. Follow up and get the preventive fixes and the permanent fixes applied in the system on priority
18. 18. Organize for the training of the new support resources on the different modules of the application
19. 19. Liaison with the other teams at DC for organizing of the interface systems based on the requirements from the bank
20. 20. Liaison with the customer support lead and the infrastructure leads to plan the critical activities of the project viz. DR exercises, new project setups, EOM and EOY activities etc.
21. 21. Manage the escalations from the bank on the response and resolution of the issues

Preferred candidate profile

• Candidate should be an Engineering graduate
• Minimum 10 years of experience in IT project management preferably in BFSI setup.
• Candidate should have the knowledge of the cloud technologies, ekuber ecosystem and interfaces.