Application Support and Maintenance Manager
6 days ago
Role Overview:
We are seeking an experienced professional to manage Application Maintenance and Support (AMS) processes and ensure the smooth function..
Role Overview:
We are seeking an experienced professional to manage Application Maintenance and Support (AMS) processes and ensure the smooth functioning of our business-critical applications. This role involves vendor coordination, end-user support, contract management, and project oversight to deliver efficient, high-quality application support services.
Key Responsibilities:
1. AMS Management
- Vendor Coordination: Collaborate with vendors to onboard services, ensure SLAs are met, and address issues promptly to minimize disruptions.
- Performance Oversight: Review vendor deliverables, including incident reports, change requests, and service reports, ensuring compliance with contracts and processes.
- Reporting: Prepare and review monthly performance reports, addressing any discrepancies or performance gaps.
2. End-User Support
- Act as the main point of contact for application users, addressing queries, understanding requirements, and prioritizing issue resolution or enhancements.
3. Contract Management
- Monitor and track AMS contracts to ensure uninterrupted application support and maintenance services.
4. Process Standardization and Compliance
- Implement and enforce standard operating procedures for application support.
- Conduct compliance checks to ensure adherence to organizational policies and guidelines.
5. Project Management
- Oversee application enhancements and change requests by coordinating with vendors or in-house teams to deliver solutions on time.
6. Business-as-Usual (BAU) Operations
- Drive cost-efficiency through root cause analysis, performance tuning, and user training.
- Conduct periodic reviews of knowledge bases for AMS applications.
- Provide support for applications not covered by AMS and participate in disaster recovery exercises.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in application maintenance, support, and vendor management, with at least 2 years in project management.
- Strong understanding of ITIL methodologies (certification is a plus).
- Hands-on experience with the following technologies:Unix and Redhat scripting
Java 8 or above
Middleware (e.g., Weblogic, Tomcat, SpringBoot)
Automation tools and build tools (e.g., Maven, Jenkins)
Databases (Oracle, MSSQL)
SDLC methodologies (Waterfall, Agile)
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