Service Manager

·                Ensure SLA compliance and maintain high availability of business-critical applications/systems

·                Take ownership of application downtime incidents and act as the primary escalation point during outages

·                Leverage a strong development background to better understand application behavior, logs, and issue diagnosis

·                Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles

·                Manage major incidents with clear, timely stakeholder communication

·                Oversee end-to-end application support lifecycle (incident, problem, change coordination)

·                Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring

·                Perform issue triage with leads/technical teams to identify root causes and drive resolution

·                Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management

·                Plan and execute preventive & corrective maintenance

·                Track and improve incident trends, recurring issues, and service performance

·                Develop MIS/operational reports and dashboards (Excel)

·                Drive service reviews and continuous improvement initiatives

·                Maintain documentation, SOPs, and service logs

·                Demonstrate strong stakeholder management across business and IT teams

·                Mentor team on incident handling, RCA quality, and support best practices