Applications Support Sr Manager

Job Description

The Application Support Senior Manager is responsible for overseeing the day-to-day operations of the application support team and ensure the stability, availability, and performance of business-critical applications. This role involves troubleshooting, overseeing daily support operations, managing escalations, driving process improvements, and collaborating with business and internal stakeholders to support the organization goals.

Responsibilities:

• Provide hands-on Level 3 support for enterprise applications, ensuring minimal downtime and quick resolution of production issues. This includes incident management, problem management, and proactive monitoring.
• Lead efforts to optimize the performance and scalability of big data and spark applications by identifying bottlenecks, implementing performance tuning strategies, and collaborating with development teams.
• Drive automation of support processes, including executions, monitoring, and incident response . This could involve scripting, developing custom tools, or leveraging existing platforms.
• Engage directly in diagnosing technical and functional production issues in a timely manner to provide root cause analysis and solutions to prevent recurrence and improve system stability.
• Write strong SQL queries/scripts for data analysis and problem resolution.
• Execute the application support strategy aligned with business objectives.
• Lead and mentor application support teams ensuring high performance and efficiency.
• Collaborate with Business users to understand application-related issues and requirements.
• Collaborate with cross-functional teams to identify and resolve production issues.
• Create and maintain documentation related to production process, procedures, issues, and resolutions to improve production support.
• Coordinate with development and release management teams to ensure smooth deployment of sprint releases with minimal business interruptions.
• Coordinate with SA and EAP teams on the System updates, green zones, and COB activities.
• Monitor and Manage Inbound and Outbound feed SLA breaches.
• Provide daily, weekly, and monthly reports on system performance and issue status to senior management.
• Participate in on-call rotation and respond to production issues after business hours.
• Coordinate with development managers, ensuring the outstanding issues are tracked to closure, particularly long-term strategic fixes.

Qualifications:

• 10-15 years' of overall experience , with 6 to 10 years' in an Apps Support role
• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications.
• Experience with monitoring and alerting tools for Big Data and Spark applications.
• Excellent troubleshooting and problem-solving skills to quickly identify and resolve production issues.
• Understanding of financial domain (in the areas of Markets data, Funds Transfer Pricing and Liquidity Premium) is an added advantage.
• Highly proficient in creating and debugging complex SQL queries for data analysis and troubleshooting.
• Efficiently work with Big Data technologies, including Hadoop, Hive, Impala, and Spark.
• Experience in developing and optimizing Unix shell scripts for automation and issue resolution.
• Manage job orchestration using tools like Autosys and other schedulers.
• Experience with ITIL practices and ticketing systems like Service Now and Jira
• Experience with OpenShift for containerized workloads is a plus.
• Experience with Tableau Reporting is an added advantage.

Education:

• Bachelor’s/University degree
• Master’s degree preferred.

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