Application Maintenance & Support Manager

About the Company

CES has 26+ years of experience in delivering Software Product Development, Quality Engineering, and Digital Transformation Consulting Services to Global SMEs & Large Enterprises. We serve leading Fortune 500 Companies across various sectors including Automotive, FinTech, and Manufacturing.

Responsibilities

• Lead day-to-day AMS operations, ensuring adherence to SLAs, KPIs, and customer commitments
• Build, mentor, and develop a team of junior support engineers
• Act as the primary escalation point for high-priority incidents and customer concerns
• Drive root cause analysis (RCA) and preventive action plans for recurring issues
• Implement and improve ITIL-aligned support processes
• Lead knowledge transition and onboarding activities for new clients
• Drive shift-left initiatives and automation to reduce toil

Requirements

• Bachelor's degree in Computer Science, IT, Engineering, or related field
• 8–12+ years of experience in Application Support, AMS, or IT Operations
• 3–5+ years of experience leading support teams
• Strong understanding of Incident, Problem, Change, and Service Management processes
• Experience managing customer-facing support engagements
• Ability to work the 2:30 PM to 11:30 PM IST shift

Preferred Qualifications

• ITIL Foundation or higher certification
• Experience with ServiceNow, Jira, or Azure DevOps
• Exposure to cloud platforms such as Azure, AWS, or GCP
• Understanding of application monitoring and observability tools
• Familiarity with automation and AIOps concepts