Application Support Manager

Job Specification: Senior Support ManagerOverviewWe are seeking a Senior Support Manager to lead the operational support of our mobile applications (iOS and Android), Progressive Web App (PWA), and the backend microservices infrastructure that powers them. This role is critical in ensuring smooth, reliable customer experiences for our telco customer.The successful candidate will oversee L2/L3 support operations, coordinate incident resolution across engineering teams, and ensure robust monitoring and reporting on system stability and service performance.Key Responsibilities● Support Leadership● Manage and coordinate L2 and L3 engineers in resolving tickets, incidents, and escalations.● Act as the primary point of escalation for major or complex support issues.● Drive root cause analysis and ensure permanent fi xes are applied.● Drive production fi xes, scheduling and change requests for any bugs and defects.● Incident & Service Management● Oversee day-to-day support operations for the mobile app, PWA, and backend systems.● Manage the incident lifecycle, ensuring SLA and KPI adherence.● Ensure CloudWatch alerts and help desk tickets are handled promptly and accurately.● Monitoring & Reporting● Track and analyze support trends, including incidents, recurring issues, response times, and system uptime.● Produce weekly operational reports (incidents, open tickets, key stats).● Deliver monthly executive reports highlighting systemic issues, uptime, and improvement plans.● Collaboration● Work closely with engineering teams (React Native, React JS, C# microservices) to facilitate knowledge transfer and long-term solutions.● Collaborate with product managers to align support insights with product improvements.● Ensure smooth communication between helpdesk, engineering, and business stakeholders.● Process Improvement● Defi ne and refi ne support workfl ows, incident escalation paths, and system monitoring processes.● Continuously improve support KPIs through automation, documentation, and training.● Proactively identify and mitigate service risks.Required Skills & Experience● Proven experience in support management within technology or digital service environments.● Strong knowledge of support frameworks (ITIL or similar).● Experience monitoring and managing cloud-native environments (AWS, CloudWatch, Fargate).● Familiarity with modern app stacks: React Native, React JS, microservices, API-driven architectures.● Understanding of transactional systems and NoSQL databases (DynamoDB experience benefi cial).● Excellent communication skills for coordinating engineers and reporting to technical and non-technical stakeholders.● Experience producing clear incident and performance reports for executive-level review.Desired● Exposure to telecom systems (activation, provisioning, product catalogues, buy journeys).● Understanding of customer-facing telco apps and their dependency on backend operations.● Prior experience in managing support of high-availability transactional systems at scale.Attributes● Strong leadership and team coordination skills.● Analytical mindset with a drive for continuous improvement.● Calm under pressure and confi dent in managing escalations.● Detail-oriented in tracking, measuring, and reporting complex technical ecosystems.