Manager – IT Application Support

A Leading Life Insurance Company is seeking a service-driven Manager – IT Application Support to head its enterprise system maintenance practice in Mumbai. In this high-availability role, you will oversee the stability, maintenance, and continuous modernization of business-critical software applications. Furthermore, you will lead outsourced technical support teams to maximize platform uptime and speed incident resolution loops. Consequently, this position is vital for providing uninterrupted digital operations across our massive branch layout.

The Manager – IT Application Support must command robust practical familiarity with ITIL frameworks, covering problem and change management. Additionally, you will partner with vendor organizations to guarantee strict alignment with system SLAs during critical monthly business cycles. Therefore, the company is looking for a technical manager with a solid background in financial transactional platform support. If you want to optimize digital monitoring frameworks, this Manager – IT Application Support role is for you.

Key Responsibilities

• Oversee end-to-end user support for enterprise applications, ensuring minimal system downtime.
• Define and enforce best-practice ITIL policies for incident, issue tracking, and system change requests.
• Monitor database performance metrics and proactively remedy code bugs or middleware inefficiencies.
• Manage and mentor third-party outsourced engineering support teams, building high-performance metrics.
• Establish clear team KPIs and coordinate technical escalations with business leadership panels.
• Build and maintain a central knowledge repository of technical patches and system troubleshooting steps.
• Liaise between corporate business heads and software vendors to integrate application improvements.
• Review vendor service contracts to guarantee operational excellence and compliance with company expectations.
• Lead disaster recovery response plans during critical system disruptions, running root-cause analytics.
• Construct interactive report templates and operational dashboards using advanced data visualization.

Requirements and Qualifications

• B.E. / B.Tech / B.Sc. degree in Information Technology, Computer Science, or quantitative fields.
• 7+ years of experience in Application Support or IT Service Management, with 3 years in a lead role.
• Deep expertise across cloud-based applications, middleware technologies, and database monitoring tools.
• Familiarity with financial services, insurance domain application layouts, or banking architectures.
• Excellent communication, leadership, and multi-project coordination capabilities under tight schedules.