Employment type: Full-time | Category: IT Support | Work mode: Hybrid

Team Management

Lead, mentor, and develop a team of application support specialists.
Assign tasks and responsibilities, ensuring efficient workload distribution.
Conduct regular performance evaluations and provide feedback to team members.
Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.

Support Operations

Oversee the day-to-day operations of the application support team.
Ensure timely and effective resolution of incidents and service requests.
Develop and implement support processes and best practices to improve service delivery.
Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.
Ensure adherence to ITIL practices to maintain consistent and structured service operations.

Monitor and manage the incident lifecycle, ensuring adherence to SLAs.
Analyze incident trends and identify root causes of recurring issues.
Collaborate with development and infrastructure teams to implement permanent solutions.
Conduct structured Root Cause Analysis and ensure follow-through on preventive and corrective actions.
Utilize basic SRE metrics (such as error patterns or service health indicators) where relevant to improve reliability.

Work closely with business units to understand their application needs and priorities.
Liaise with vendors and third-party service providers to ensure optimal application performance.
Communicate effectively with stakeholders regarding application issues and updates.
Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements.

Identify opportunities for process improvements and automation within the support function.
Lead initiatives to enhance application performance, reliability, and user experience.
Stay updated on industry trends and emerging technologies.
Apply relevant SRE concepts, such as proactive monitoring, stability improvements, and automation, to strengthen overall service quality.

Generate and present regular reports on support activities, performance metrics, and improvement initiatives.
Ensure the maintenance of comprehensive support documentation and knowledge base articles.
Track operational performance, including SLAs and relevant reliability indicators.

Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree or certifications (ITIL, Cloud, SRE Foundation) is a plus.
10+ years of overall IT experience, with strong exposure to application support, IT operations, or production systems.
Proven experience in an Application Support, Application Management, or IT service management role.
Minimum 3-4 years leading and managing a technical or application support team.
5+ years of hands-on application support experience with strong troubleshooting skills.
Experience with ITIL processes: Incident, Problem, Change, and Service Request Management.
Understanding or practical exposure to SRE concepts such as proactive monitoring, automation, and reducing toil.
Experience working with cross-functional teams (Development, Infrastructure, DevOps/SRE, vendors).
Exposure to high-availability environments, performance tuning, and continuous operational improvement.
Proficiency with ticketing and support tools such as ServiceNow, Jira, or Remedy.
Familiarity with automation opportunities within support operations is a plus.
Willingness to provide on-call support or work outside regular business hours for high-priority incidents, releases, or maintenance.

Source: freehire (https://freehire.me/jobs/manager-application-support-ensono-vo57kmjd). Ensono is an equal opportunity employer.