<p><strong>Team Management:</strong></p> <ul> <li>Lead, mentor, and develop a team of application support specialists.</li> <li>Assign tasks and responsibilities, ensuring efficient workload distribution.</li> <li>Conduct regular performance evaluations and provide feedback to team members.</li> <li>Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.</li> </ul> <p><strong>Support Operations:</strong></p> <ul> <li>Oversee the day-to-day operations of the application support team.</li> <li>Ensure timely and effective resolution of incidents and service requests.</li> <li>Develop and implement support processes and best practices to improve service delivery.</li> <li>Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.</li> <li>Ensure adherence to ITIL practices to maintain consistent and structured service operations<strong>.</strong></li> </ul> <p><strong>Incident and Problem Management:</strong></p> <ul> <li>Monitor and manage the incident lifecycle, ensuring adherence to SLAs.</li> <li>Analyze incident trends and identify root causes of recurring issues.</li> <li>Collaborate with development and infrastructure teams to implement permanent solutions.</li> <li>Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions.</li> <li>Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.</li> </ul> <p><strong>Stakeholder Collaboration:</strong></p> <ul> <li>Work closely with business units to understand their application needs and priorities.</li> <li>Liaise with vendors and third‑party service providers to ensure optimal application performance.</li> <li>Communicate effectively with stakeholders regarding application issues and updates.</li> <li>Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.</li> </ul> <p><strong>Continuous Improvement:</strong></p> <ul> <li>Identify opportunities for process improvements and automation within the support function.</li> <li>Lead initiatives to enhance application performance, reliability, and user experience.</li> <li>Stay updated on industry trends and emerging technologies to drive innovation.</li> <li>Apply relevant SRE concepts — such as proactive monitoring, stability improvements, and automation — to strengthen overall service quality<strong>.</strong></li> </ul> <p> </p> <p><strong>Reporting and Documentation:</strong></p> <ul> <li>Generate and present regular reports on support activities, performance metrics, and improvement initiatives.</li> <li>Ensure the maintenance of comprehensive support documentation and knowledge base articles.</li> <li>Track operational performance, including SLAs and relevant reliability indicators, to support continuous service improvements.</li> </ul> <p><strong>Education:</strong></p> <ul> <li>Bachelor’s degree in Computer Science, Information Technology, or a related field.</li> <li>A Master’s degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus.</li> </ul> <div> </div> <p><strong>Experience:</strong></p> <ul> <li>10+ years of overall experience in IT, with strong exposure to application support, IT operations, or production systems.</li> <li>Proven experience in an Application Support, Application Management, or IT service management role.</li> <li>Minimum 3–4 years of experience leading and managing a technical/application support team, including performance management and team development.</li> <li>5+ years of hands-on experience in application support or a related domain, with strong troubleshooting and analytical skills.</li> <li>Experience working with ITIL processes such as Incident, Problem, Change, and Service Request Management.</li> <li>Understanding or practical exposure to SRE concepts like proactive monitoring, automation, reducing operational toil, and improving reliability.</li> <li>Experience collaborating with cross-functional teams (Development, Infrastructure, DevOps/SRE, vendors) to ensure application stability and performance.</li> <li>Exposure to environments require high availability, performance tuning, and continuous operational improvement.</li> </ul> <p> </p> <p><strong>Skills:</strong></p> <ul> <li>Strong leadership and team management skills, with the ability to guide and develop high-performing support teams.</li> <li>Excellent problem‑solving, analytical, and decision-making abilities.</li> <li>Effective communication and interpersonal skills for managing stakeholders, users, and cross‑functional teams.</li> <li>Ability to manage multiple priorities, handle pressure, and operate effectively in business‑critical situations.</li> <li>Strong customer‑centric mindset and commitment to service excellence.</li> <li>Understanding of modern operational practices, including basic SRE concepts such as proact