Application Support Manager (Logistic Domain SaaS)

About the role

We are seeking an experienced and dedicated Application Support Manager to oversee the support operations for a Logistic Domain SaaS (Software as a Service) solution for our US-based client. As the Application Support Manager, you will be responsible for leading and managing a team of 15+ support professionals, ensuring smooth operations, exceptional client satisfaction, and efficient incident resolution.

What you'll do

• Reporting and Documentation: Prepare and analyze support metrics and reports, identify trends, and provide recommendations for process improvements
• Process Improvement: Continuously evaluate support processes and procedures, identify areas for improvement
• Collaborate with the client and internal teams to define SLA targets and continuously improve service delivery
• Standard Operating Procedures (SOPs): Develop and maintain comprehensive Standard Operating Procedures (SOPs) for application support processes, incident management
• Regularly review and update SOPs to align with industry best practices and changing client requirements

What you need

• Root cause analysis
• Microservices
• Troubleshooting
• SOP writing
• Performance management
• Any graduate

Good to have

• ITIL