Implementation and Applications Support Associate Manager

Job Responsibilities

• Managing and coordinating daily Live Support activities to ensure incidents, service requests, operational tasks, and customer requirements are properly prioritized, assigned, followed up, and completed within agreed timelines.

• Ensuring the stability, availability, and performance of production systems through continuous monitoring, proactive follow-up, and timely coordination with relevant technical teams.

• Managing and prioritizing production incidents based on severity and business impact, coordinating troubleshooting activities, escalating when required, and ensuring timely resolution and proper communication.

• Supporting root-cause analysis for major and recurring incidents and following up on corrective and preventive actions to reduce service disruption and recurrence.

• Acting as a key point of contact for customers regarding production incidents, service delivery, operational inquiries, delivery status, and follow-up activities.

• Maintaining clear, professional, and continuous communication with customers to manage expectations, provide updates, and ensure agreed commitments are met.

• Analyzing customer inquiries, operational requirements, and business needs and coordinating with relevant teams to provide appropriate technical solutions and recommendations.

• Coordinating closely with Application, Implementation, Development, Infrastructure, Database, Network, Security, Product, and vendor support teams to resolve issues and ensure smooth service delivery.

• Supporting new project deployments, production readiness activities, handovers, go-live activities, and post-production stabilization to ensure new solutions are properly supported after launch.

• Coordinating production changes and maintenance activities and ensuring that approved change-management and CAB procedures are followed, including implementation, validation, rollback, and post-change monitoring.

• Monitoring service delivery, operational tasks, SLAs, and agreed timelines to ensure quality standards and customer commitments are achieved.

• Supporting the Live Support Manager in organizing team workload, assigning priorities, coordinating operational coverage, and following up on team activities and escalations.

• Providing technical guidance and support to team members and assisting with complex production issues and escalations when required.

• Monitoring key operational and system indicators, alerts, incidents, backlog, and recurring issues and taking proactive actions to prevent service degradation or disruption.

• Maintaining accurate and up-to-date operational documentation, system configurations, support procedures, troubleshooting guides, handover documents, and knowledge-base materials.

• Preparing and reviewing operational reports and KPIs related to incidents, SLA achievement, system availability, recurring issues, service performance, and outstanding actions.

• Continuously identifying opportunities to improve system reliability, support processes, operational efficiency, customer experience, and service delivery through automation, process optimization, and best practices.

Requirements

• Bachelor's degree in computer science, Computer Engineering, Information Systems, or a related field.

• Minimum of 5 years of experience in application support, technical support, production support, or a related field, preferably with experience in a senior or team-lead capacity.

• Strong experience in production systems and preferably in a 24/7 high-availability environment.

• Strong troubleshooting and problem-solving skills, with the ability to analyze complex technical issues, identify root causes, and coordinate effective solutions.

• Good understanding of incident management, problem management, change management, and production support processes.

• Strong customer-focus skills, including the ability to understand customer needs, manage expectations, handle escalations, and ensure timely and effective resolution.

• Strong coordination and organizational skills with the ability to manage multiple incidents, tasks, priorities, and stakeholders simultaneously.

• Good technical understanding of application systems, databases, APIs, application servers, system logs, monitoring tools, and production environments.

• Excellent written, verbal, and interpersonal communication skills with the ability to communicate technical and business information clearly to customers, management, and technical teams.

• Ability to work effectively with cross-functional teams and external vendors.

• Experience in the payments, banking, fintech, or financial-services industry is considered a strong advantage.

• Knowledge of ITIL or similar IT service-management practices is considered an advantage.

• Ability to participate in production support, escalation, and on-call activities when required.