About the Role

We are looking for an Application Support Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products.

Key Responsibilities

• Drive the operational plan and oversee daily operations, including manpower deployment and contingency management.
• Monitor departmental productivity and ensure performance targets are met.
• Supervise the OTRS ticketing system to ensure all incoming requests are tracked, resolved promptly, and escalated appropriately.
• Proactively monitor product health status, identify exceptional cases, and manage repair and recovery processes.
• Recommend and implement enhancements to improve overall system performance and reliability.
• Analyse industry trends and customer needs to provide input for new product development and improvement.
• Manage and resolve complex technical issues reported by customers.
• Ensure end-to-end service delivery and operational excellence for all projects.
• Provide technical and product training to internal teams and customers when required.
• Review and approve vendor services and related costs to ensure effective cost management.

Requirements

• Bachelor's degree in Engineering or related technical field
• Minimum 5 years of experience in a similar role, with a proven ability to lead and grow teams.
• Experience in the System Integrator (SI) industry or familiarity with SaaS platforms is an advantage.
• Strong background in incident handling, troubleshooting, and technical operations management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Hands-on, proactive, and solution-oriented mindset.
• Strong analytical and problem-solving skills, with the ability to think creatively and strategically.