Manager - IT Core Application/Application Support

Job Description:

Role & Responsibilities:

- Resolve day-to-day production support issues for a number of distributed applications that support business operations.

- Handle change requests, including negotiations, defining scope of deliveries, commercial terms and conditions, ordering, and acceptance of deliveries.

- Ensure timely closure of issues and service requests within the defined Turnaround Time (TAT) to the satisfaction of the requester.

- Provide business solutions to address operational challenges and enhance efficiency.

- Manage incident and problem resolution through effective incident and problem management processes.

- Update key control systems according to procedure and within specified timelines.

- Create and maintain "run book" documentation for supported applications as required to ensure operational continuity.

- Participate in and conduct User Acceptance Testing (UAT) and System Integration Testing (SIT) as needed.

- Plan and execute Disaster Recovery (DR) drills for business applications to ensure business continuity in case of emergencies.

- Prepare, execute, and monitor Standard Operating Procedures (SOPs) to streamline operational processes.

- Liaise with vendors to coordinate support activities and ensure adherence to Service Level Agreements (SLAs).

Skills and Qualifications:

- Bachelor's/ Master's degree in Computer Science, Information Technology, or related field.

- Proven experience in production support roles, preferably in a distributed environment.

- Strong understanding of ITIL framework, incident, problem, and change management processes.

- Proficiency in business analysis and providing effective business solutions.

- Experience in conducting UAT, SIT, and DR drills.

- Excellent documentation skills with the ability to create and maintain detailed run books and SOPs.

- Vendor management experience with a focus on SLA adherence.

- Strong analytical and problem-solving skills.

- Effective communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.

- Ability to work under pressure and prioritize tasks in a dynamic environment.

This role requires a proactive individual with a strong technical background and excellent communication skills to effectively support and enhance the performance of critical business applications.