CES is an Information Technology (IT) Consulting Organization located in the USA & India. We provide digital transformation services that add value to our customers. As an organization, we are in an exponential growth phase with a consistent focus on continuous improvement, process-oriented culture, and a true partnership mindset with our customers. We are looking for the right qualified and committed individuals to play an exceptional role as well as to support our accelerated growth.
You can learn more about us at: http://www.cesltd.com/
Job Role:
We are looking for a Application Support Manager to join our team. This role requires you to be a tech-savvy contributor in translating the customer needs and user expectations into interactive web apps. You’ll be an exceptional problem solver and take responsible actions in ensuring the application is optimized in technology and delivering the best user experience.
Responsibilities:
- Lead, mentor, and manage a team of application support engineers (L1, L2) to provide round-the-clock support for multiple business applications.
- Build, train, and develop the team to maintain high expertise, morale, and efficiency.
- Oversee critical issue resolution in production environments, ensuring minimal business impact.
- Manage application maintenance tasks for optimal performance and stability.
Monitor systems and applications for potential issues, proactively addressing concerns. - Ensure adherence to SLAs for L1, L2, and critical support.
- Collaborate with development, infrastructure, and business teams to troubleshoot complex technical problems.
- Develop and maintain detailed tracking and reporting systems.
- Produce regular performance reports for management.
- Act as a liaison between business, technical, and external teams.
- Engage with business stakeholders to prioritize issues based on impact.
- Regularly update and manage communication with end-users.
- Define, track, and report on key performance indicators (KPIs) like incident resolution time, uptime, SLA adherence, and user satisfaction.
- Assess team capacity, skill sets, and workload distribution for optimal coverage.
- Provide regular performance feedback and conduct performance reviews.
- Ensure all support activities adhere to internal policies, regulations, and industry standards.
- Collaborate with security teams to promptly identify and address application vulnerabilities. Monitor application performance to align with compliance and governance frameworks.
Requirements:
- Experience in Software development or production support with strong knowledge of SDLC.
- Strong understanding of server-side technologies (e.g., Node.js, etc)
- Experience with relational and NoSQL databases (e.g., MongoDB, PostgreSQL)