JMR Software

Application Support Manager

Key Responsibilities:

  • Lead and manage the application support function, ensuring timely resolution of incidents, service requests, and problems.
  • Serve as the escalation point for complex application issues and work with infrastructure and development teams to resolve them.
  • Ensure all applications are performing optimally and meet agreed service levels (SLAs).
  • Maintain and improve support processes aligned with ITIL or other best practices.
  • Oversee change, release, and deployment planning from a support readiness perspective.
  • Collaborate with business stakeholders to understand application usage, pain points, and upcoming needs.
  • Ensure incident logs are maintained and up to date.
  • Monitor system/application health, performance and usage patterns.
  • Drive root cause analysis for recurring incidents and implement preventive measures.
  • Support compliance, data integrity, security and audit requirements within application environments.
  • Contribute to system and process improvements.

Requirements:

  • ITIL Foundation (or higher) is required. Project management certification (e.g. PMP, PRINCE2) is an advantage.
  • 6+ years of experience in application support with at least 3 years in a managerial or team lead role.
  • Experience supporting enterprise business applications
  • Strong troubleshooting and analytical skills.
  • Understanding of application architecture, integrations and databases.
  • Strong working knowledge of JIRA Service Management.
  • Proven ability to manage incidents, coordinate responses, and lead post-incident reviews.

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