Application Support Manager

Role purpose Own the end-to-end delivery of application support for hundreds of applications, lead the transition of the application to new teams and run a lean, automation-driven support organization that continuously reduces effort through modern ization, cons oli dation and in novation.

Transition & takeover Plan and lead the t ransition : due diligence, knowledge transfer, shadow and reverse-shadow phases, readiness gates and go-live sign-off. Define the target operating model for the new teams , application clustering by portfolio/technology, and coverage model (L2/L3, on-call, follow-the-sun if needed). Identify and mitigate transition risks, especially for the Critical/High applications Ensure complete knowledge capture: runbooks, architecture views, SOPs, access, credentials handover and CMDB data quality.

Service delivery & governance Own SLAs/KPIs (MTTR, backlog, SLA adherence, first-time fix, CSAT) and lead monthly service reviews and QBRs with client stakeholders. Run ITIL processes: incident, problem, change, release, knowledge and major-incident management. Manage ~14,400 tickets/year with a smaller team through demand reduction, problem elimination and shift-left .

Manage budget, capacity planning, contractor onboarding and performance within the commercial envelope. Incident, defect & task management Run day-to-day management of incidents, defects and client-created tasks in ServiceNow/Jira: assignment, prioritization, SLA tracking and clo