ANALYTICAL & COMMUNICATION SKILLS:

• Strong problem-solving abilities with a data-driven approach to service improvement.
• Excellent verbal and written communication skills; adept at conveying complex technical information to non-technical audiences.

PURPOSE

As the Application Support Manager, you will be responsible for ensuring the stable and high-performing operation of applications across our Retail Technology business. This role plays a critical part in managing support teams, refining support processes and tools, and driving service excellence for our SaaS offerings, in-house applications, and third-party systems.
You will collaborate closely with stakeholders from TechOps, IT Service Desk, Engineering, and Business teams to ensure seamless service delivery. Additionally, you will contribute to the ongoing modernization of our technology stack, ensuring we continuously improve and innovate our application support strategies

KEY RESPONSIBILITIES:

• Own Application Support Lifecycle: Ensure end-to-end support for critical business applications, meeting SLAs and availability targets.
• Incident & Problem Management: Lead resolution and root cause analysis for all Retail application incidents, including major (P1/P2) issues.
• Escalation & Crisis Leadership: Act as the escalation point for major incidents and provide direction during critical outages.
• Stakeholder Collaboration: Engage with business, development, and infrastructure teams to address pain points and ensure smooth change and release transitions.
• Vendor Oversight: Manage third-party vendor performance and ensure accountability for service delivery.
• Service Monitoring & Metrics: Define and track KPIs, dashboards, and metrics to measure support quality and team performance.
• Proactive Monitoring: Drive proactive detection and prevention of incidents across Retail applications.
• Continuous Improvement: Lead ongoing enhancements in support processes, tools, and technologies.
• Documentation Management: Ensure Retail application documentation is complete, current, and valuable.
• Bug Fixes & Security: Oversee bug resolution and implementation of security enhancements.
• Reporting: Deliver regular performance and service reports to the Retail Engineering Director.