{"id":2614210,"url":"https://alion.io/job/ensono-manager-application-support","title":"Manager, Application Support","company":{"id":3084,"name":"Ensono","domain":"ensono.com","url":"https://alion.io/company/ensono","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":9,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":61},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-15T10:00:45Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T15:06:53Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Team Management:\nLead, mentor, and develop a team of application support specialists.\nAssign tasks and responsibilities, ensuring efficient workload distribution.\nConduct regular performance evaluations and provide feedback to team members.\nEncourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.\nSupport Operations:\nOversee the day-to-day operations of the application support team.\nEnsure timely and effective resolution of incidents and service requests.\nDevelop and implement support processes and best practices to improve service delivery.\nApply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.\nEnsure adherence to ITIL practices to maintain consistent and structured service operations.\nIncident and Problem Management:\nMonitor and manage the incident lifecycle, ensuring adherence to SLAs.\nAnalyze incident trends and identify root causes of recurring issues.\nCollaborate with development and infrastructure teams to implement permanent solutions.\nConduct structured Root Cause Analysis and ensure follow-through on preventive and corrective actions.\nUtilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.\nStakeholder Collaboration:\nWork closely with business units to understand their application needs and priorities.\nLiaise with vendors and third-party service providers to ensure optimal application performance.\nCommunicate effectively with stakeholders regarding application issues and updates.\nCollaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.\nContinuous Improvement:\nIdentify opportunities for process improvements and automation within the support function.\nLead initiatives to enhance application performance, reliability, and user experience.\nStay updated on industry trends and emerging technologies to drive innovation.\nApply relevant SRE concepts - such as proactive monitoring, stability improvements, and automation - to strengthen overall service quality.\nReporting and Documentation:\nGenerate and present regular reports on support activities, performance metrics, and improvement initiatives.\nEnsure the maintenance of comprehensive support documentation and knowledge base articles.\nTrack operational performance, including SLAs and relevant reliability indicators, to support continuous service improvements.\nEducation:\nBachelor’s degree in Computer Science, Information Technology, or a related field.\nA Master’s degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus.\nExperience:\n10+ years of overall experience in IT, with strong exposure to application support, IT operations, or production systems.\nProven experience in an Application Support, Application Management, or IT service management role.\nMinimum 3-4 years of experience leading and managing a technical/application support team, including performance management and team development.\n5+ years of hands-on experience in application support or a related domain, with strong troubleshooting and analytical skills.\nExperience working with ITIL processes such as Incident, Problem, Change, and Service Request Management.\nUnderstanding or practical exposure to SRE concepts like proactive monitoring, automation, reducing operational toil, and improving reliability.\nExperience collaborating with cross-functional teams (Development, Infrastructure, DevOps/SRE, vendors) to ensure application stability and performance.\nExposure to environments require high availability, performance tuning, and continuous operational improvement.\nSkills:\nStrong leadership and team management skills, with the ability to guide and develop high-performing support teams.\nExcellent problem-solving, analytical, and decision-making abilities.\nEffective communication and interpersonal skills for managing stakeholders, users, and cross-functional teams.\nAbility to manage multiple priorities, handle pressure, and operate effectively in business-critical situations.\nStrong customer-centric mindset and commitment to service excellence.\nUnderstanding of modern operational practices, including basic SRE concepts such as proactive monitoring and automation (advantageous).\nTechnical Skills:\nIn-depth knowledge of enterprise software applications, application architectures, and IT infrastructure components.\nStrong understanding of ITIL processes and best practices across Incident, Problem, Change, and Service Request Management.\nExperience with application monitoring tools, log analysis, and performance management platforms.\nProficiency in using support tools and ticketing systems (e.g., ServiceNow, Jira, Remedy).\nAbility to collaborate with development, infrastructure, and DevOps/SRE teams to improve application reliability and stability.\nPrior experience as an Application Support Manager or in a similar leadership role.\nFamiliarity with automation opportunities within support operations is a plus.\nWorking Conditions:\nMay require on-call support or work outside regular business hours for high-priority incidents, releases, or maintenance activities.\nAbility to work in a dynamic, fast-paced, and high-availability environment.\nHybrid working model, depending on organizational requirements.\nWe are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. 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