TELECOMMUTE Sr. Techno-Functional Manager (Production/Application Support)

We are looking for a Senior Manager - Product/Application Support to lead and manage support operations across multiple enterprise applications. The candidate will be responsible for overseeing ticket management, ensuring SLA adherence, and driving resolution efficiency across L1/L2 support teams.

Key Responsibilities

1. Application & Product Support

Manage multiple applications within the Product Support ecosystem

Provide leadership for Application Support / Product Support functions

Ensure smooth functioning of business-critical systems

1. Ticket Management & Escalation

Own and manage ticket queues (L1 / L2 support)

Act as the primary escalation point for:

Stuck tickets

Aged / overdue issues

Analyze why tickets are delayed and drive root cause resolution

Ensure timely closure within defined SLAs

1. Team Leadership

Lead L1 and L2 support teams

Provide guidance on issue triaging and prioritization

Ensure proper workload distribution and performance tracking

1. Process Improvement

Identify gaps in ticket handling and support processes

Implement improvements to reduce backlog and improve turnaround time

10-15+ years in Application/Production Support

Strong experience in:

Ticketing systems (ServiceNow, Jira, etc.)

L1 / L2 Support Models

Experience in Supply Chain domain / WMS (Warehouse Management Systems) is a plus

Strong troubleshooting and escalation management skills

Proven leadership experience managing support teams

Applications are like

CRM Dynamics, IBM Sterling OMS

Azure applications/SAS applications & products

Sterling integrator

Oracle cloud