Information Technology Support Manager

Job Description – Project Manager (IT Application Operations) / IT Support Manager

Role Overview

We are seeking a highly skilled Manager with experience in IT Application Operations and Support Modernization to lead a strategic engagement for one of our premium customers. The role involves planning, coordinating, and executing modernization initiatives across application support (L1 / L2), infrastructure, and integration layers. The PM will serve as the bridge between customer stakeholders, support teams, and vendors to ensure smooth operations and continuous improvement.

Key Responsibilities

• Program Management & Governance
• Lead the end-to-end execution of the IT Application Operations modernization initiative.
• Establish governance frameworks, define KPIs / SLAs, and track performance of support teams.
• Drive adoption of standard operating procedures (SOPs), playbooks, and escalation models.
• Operations Management
• Oversee daily support operations for critical applications (using Advanced design tools, digital web and desktop application hosted on-prem / on-cloud).
• Ensure robust incident, problem, and change management processes are followed.
• Monitor recurring issues, perform root cause analysis, and ensure preventive actions.
• Stakeholder & Customer Engagement
• Act as the primary point of contact for customer stakeholders (engineering, IT, business teams).
• Manage communication between internal L1 / L2 support teams, infra teams, and tool vendors (Support central, Rally etc., MS Teams).
• Modernization & Continuous Improvement
• Identify and implement automation opportunities (monitoring, ticket triage, knowledge base).
• Streamline support through knowledge management, self-service portals, and AI-assisted tools.
• Introduce dashboards / metrics for proactive monitoring and executive reporting.
• Benchmark current support model and implement best practices for IT Ops maturity.
• Team Leadership
• Coordinate cross-functional support teams (L1, L2, Infra, Security, Vendor).
• Mentor support leads and ensure teams are aligned to modernization goals.
• Drive resource planning, training needs assessment, and capability uplift.

Required Skills & Experience

Nice to Have

Education & Certifications