Manager Application Support

Position Title: Manager Application Support

Position Type: Regular - Full-Time

Position Location: Gurgaon

Requisition ID: 38394

We are seeking an experienced IT Service Manager to join our application support team. The IT Service Manager, Application Support will play a crucial role in overseeing the delivery of IT application services based on our defined application support portfolio. In this position you will be responsible for managing the support provided by our external partner(s), ensuring that IT support services are delivered efficiently and effectively across the McCain business functions.

Responsibilities Include

• Lead an internal team and manage external partner(s) to ensure delivery and continuity of application support, including incident management, problem management, & change management
• Regularly update senior management on service performance, issues, and initiatives
• Build new ways of working to reduce redundancy with automation and implement measures to enhance service quality while reducing costs
• Maintain and evolve strong onboarding governance as technology and support criteria improve
• Provide Technical leaderships skills to speak to all levels of the business and know the stakeholders running the business
• Reduce services costs through innovative ideas to drive improved performance of the services being delivered
• Participate in the resolution of complex tasks, activities or support issues that require increased leadership to ensure proper linkages across all stakeholders
• Identify areas for service improvement and implement measures to enhance service quality while reducing costs
• Understanding various technologies and infrastructure dependencies
• Participate in project working sessions to understand future changes being proposed to the supporting environment
• Build and Maintain application support documentation
• Participate in yearly audits
• Participate in Change Control Boards with IT Service management background with strong exposure to infrastructure technologies.
• Confident
  
  

• 10 or more years of IT experience in Application Development
• Minimum of 5 years experience in IT Service Management, with at least 2 years in a leadership role
• University degree or college diploma in a relevant field- Technology/Computer Science/Project management.
• Must have experience working with a third-party support team
• Must have SQL development skills accompanied by SAP ABAP skills
  

• Managed an international team. A mature and self-motivated professional able to work in a fast-paced and constantly changing environment to consistently achieve results.
• Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.
• Must have exceptional judgment and innovative problem-solving skills.
• Experience with presentation skills and strong document management skills
• Should possess a good understanding of project management methodologies and frameworks.
• Excellent team player and collaborator with leadership acumen.
• A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness with ability to drive engagement with internal and external stakeholders to achieve delivery.
• Confident under pressure and maintains a positive attitude despite adversity.
• Able to speak to Senior Leadership Team regarding status