Technical Support Lead

Job Title : Support Manager – .NET Applications (18x5 Support)

Location : Offshore (preference in order of Bangalore / Hyderabad / Any)

Experience Required : 12–16 Years

Job Description

Hands on experience on Offshore Service Delivery Manager with a strong technical background in .NET application support and a good understanding of ITSM processes (ServiceNow preferred) . This role will lead L2 application support within an 18x5 operations model, ensuring high service quality, SLA adherence, and client satisfaction. The ideal candidate will have a strong command of ITIL practices , governance, and service improvement strategies.

Key Responsibilities

• Oversee end-to-end service delivery for .NET application support in an 18x5 environment.
• Ensure strict adherence to SLAs, KPIs , and compliance standards while proactively identifying and mitigating operational risks.
• Implement and improve ITIL-aligned processes to enhance service efficiency and performance.
• Lead continuous improvement initiatives , driving operational excellence and improved customer satisfaction.
• Manage transition and knowledge transfer activities for onboarding new applications or services.
• Drive governance, reporting , and risk management across the support tower.
• Collaborate with technical teams to manage incident and problem resolution , ensuring minimal business disruption.
• Maintain strong engagement with stakeholders and client teams to provide transparent communication and alignment with business goals.