Key Responsibilities

• Provide operational support for .NET applications, ensuring high availability, performance, and reliability.
• Oversee ITSM processes including incident, problem, change, and release management, primarily using ServiceNow.
• Collaborate with cross-functional teams to apply Agile methodologies and drive operational improvements.
• Lead and mentor an offshore application support team, ensuring effective handovers, communication, and service continuity.
• Monitor service level agreements (SLAs), produce performance reports, and implement corrective measures where needed.
• Conduct root cause analysis for recurring issues and design preventive strategies.
• Maintain and regularly update support documentation, SOPs, and runbooks.
• Support application upgrades, code deployments, and functional/non-functional testing.
• Provide user training and support for escalated issues as necessary...