Senior Application Support Manager

Newmark CRE Services; Hyderabad; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Newmark CRE Services in Hyderabad is seeking a Senior Manager to lead the India Application Support function for L1/L2 activities, ensuring availability and SLA adherence. The role blends hands-on operational oversight with strong people leadership, driving improvements and automation across global teams.

The candidate will establish clear ownership, manage incidents and escalations, and partner with HR for team development while maintaining high service quality and readiness across time zones.

Qualifications

• 15+ years of progressive experience in IT Application Support / IT Operations and leading application support teams.

Responsibilities

• Lead the India Application Support function with clear direction, priorities and accountability across L1/L2 support activities.
• Own day-to-day service delivery, ensuring availability, incident response, resolution quality and adherence to SLAs.
• Establish incident, problem, change, escalation and service request management aligned with ITSM best practices.
• Act as senior escalation point for critical incidents and coordinate with engineering, infrastructure, vendors and global teams.
• Ensure monitoring, alerting, shift handovers and operational readiness for India-supported apps.
• Drive root-cause analysis and permanent corrective actions for recurring incidents.

Skills

People leadership

ITIL/ITSM

Incident management

Stakeholder management

Global operations

Time zone coordination

Automation mindset

Education

Bachelor's degree in Computer Science/Information Systems/Engineering

ITIL, PMP or equivalent certifications (advantage)

Tools

ServiceNow

Jira Service Management

Job description

Senior Manager Application Support will provide end-to-end operational and people leadership for application support services delivered from India. The role will be responsible for ensuring stable, responsive and high-quality support across L1/L2 application support, while partnering closely with global technology and business stakeholders.

The role combines strong people leadership with hands‑on operational oversight. The successful candidate will establish clear service ownership, drive SLA and quality performance, strengthen incident and escalation management, and identify opportunities to improve, automate and scale application support services.

Key Responsibilities

Application Support Leadership

• Lead the India Application Support function and provide clear direction, priorities and accountability across L1/L2 support activities.
• Own day-to-day service delivery, ensuring application availability, incident response, resolution quality and adherence to agreed service levels.
• Establish effective support processes covering incident, problem, change, escalation and service request management in alignment with global ITSM practices.
• Act as the senior escalation point for critical application incidents and coordinate resolution with engineering, infrastructure, vendors and global support teams.
• Ensure effective monitoring, alerting, shift handovers and operational readiness for applications supported from India.
• Drive root-cause analysis and permanent corrective actions for recurring or high-impact incidents.

People Leadership & Team Development

• Lead, develop and retain a high-performing Application Support team, creating a culture of ownership, collaboration and continuous improvement.
• Define team structure, roles, responsibilities, coverage models and capability requirements in line with business growth.
• Drive performance management, career development, succession planning and knowledge-sharing across the team.
• Establish appropriate shift, on‑call and coverage arrangements where required to support global operations across AMER, EMEA and APAC time zones.
• Partner with HR and Talent Acquisition on hiring, onboarding and capability development.

Service Improvement & Automation

• Identify opportunities to standardise, simplify and automate application support processes to improve service quality and reduce manual effort.
• Use operational metrics and service trends to identify improvement opportunities and proactively address service risks.
• Partner with technology teams to improve application support tooling, monitoring, documentation and operational processes.
• Contribute to service transition and operational readiness for new applications, releases and technology initiatives.

Stakeholder & Governance Management

• Build strong working relationships with global technology leaders, application owners, business stakeholders and service management teams.
• Provide regular reporting on SLA performance, incidents, risks, service improvement initiatives and team capacity.
• Represent India Application Support in relevant governance, operational review and audit forums.
• Ensure appropriate documentation, controls and operational procedures are maintained for supported applications.

Required Qualifications & Experience

• 15+ years of progressive experience in IT Application Support / IT Operations, with significant experience leading application support teams.
• Demonstrated experience managing L1/L2 Application Support operations in a global or multi-region environment.
• Experience leading teams through growth, organizational change and service transformation.
• Strong understanding of ITIL / ITSM practices, including incident, problem, change, service request and escalation management.
• Experience working with ITSM platforms and application monitoring / support tools such as ServiceNow, Jira Service Management or similar.
• Experience supporting 24x7 or shift‑based operations and working with AMER, EMEA and APAC stakeholders.
• Experience in financial services, banking or another regulated environment is preferred.
• Bachelor’s degree in Computer Science, Information Systems, Engineering or a related discipline. ITIL, PMP or equivalent certifications are an advantage.

Skills & Competencies

• Strong people leadership and team-building capability.
• Strong functional and technical understanding of application support and service operations.
• Excellent incident management, problem‑solving and escalation management skills.
• Strategic and operational mindset with the ability to translate global objectives into an effective India operating model.
• Strong stakeholder management and communication skills, including the ability to engage with senior leadership.
• Data‑and‑metrics‑driven approach to service performance and continuous improvement.
• Ability to work effectively across time zones and in a fast‑paced global environment.

Success Measures – First 12 Months

• Stable and scalable India Application Support operating model with clear ownership, roles and coverage.
• SLA and service‑quality targets consistently met or exceeded across supported applications.
• Improved incident, escalation and problem‑management performance, with reduced recurrence of high‑impact issues.
• Effective 24x7 support and handover processes established where applicable.
• Demonstrable improvements through automation, process standardisation and operational efficiency.
• Strong engagement, capability development and retention of key Application Support talent.
• Established as a trusted operational partner to global technology and business stakeholders.