# Manager, Application Support at Ensono

> Lead, mentor and develop an application support team while managing incidents, SLAs and continuous reliability improvements.

- Company: Ensono (ensono.com)
- Location: Pune, India
- Places: Pune, India
- Posted: 2026-10-15
- Level: Manager
- Team: Application Support
- Apply: https://ensono.com/company/careers/jobs-board/?gh_jid=4737560005
- Page: https://ye.saranatour.dev/jobs/manager-application-support-ensono-kn77yq808p7q8hczzestzw2pth8hdm98

## The posting

Manager, Application Support
Ensono · Pune, India

**Team Management:**

- Lead, mentor, and develop a team of application support specialists.
- Assign tasks and responsibilities, ensuring efficient workload distribution.
- Conduct regular performance evaluations and provide feedback to team members.
- Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.

**Support Operations:**

- Oversee the day-to-day operations of the application support team.
- Ensure timely and effective resolution of incidents and service requests.
- Develop and implement support processes and best practices to improve service delivery.
- Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.
- Ensure adherence to ITIL practices to maintain consistent and structured service operations**.**

**Incident and Problem Management:**

- Monitor and manage the incident lifecycle, ensuring adherence to SLAs.
- Analyze incident trends and identify root causes of recurring issues.
- Collaborate with development and infrastructure teams to implement permanent solutions.
- Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions.
- Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.

**Stakeholder Collaboration:**

- Work closely with business units to understand their application needs and priorities.
- Liaise with vendors and third‑party service providers to ensure optimal application performance.
- Communicate effectively with stakeholders regarding application issues and updates.
- Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.

**Continuous Improvement:**

- Identify opportunities for process improvements and automation within the support function.
- Lead initiatives to enhance application performance, reliability, and user experience.
- Stay updated on industry trends and emerging technologies to drive innovation.
- Apply relevant SRE concepts — such as proactive monitoring, stability improvements, and automation — to strengthen overall service quality**.**

**Reporting and Documentation:**

- Generate and present regular reports on support activities, performance metrics, and improvement initiatives.
- Ensure the maintenance of comprehensive support documentation and knowledge base articles.
- Track operational performance, including SLAs and relevant reliability indicators, to support continuous service improvements.

**Education:**

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- A Master’s degree or relevant certifications (ITIL, Cloud, SRE Foundation) is a plus.

**Experience:**

- 10+ years of overall experience in IT, with strong exposure to application support, IT operations, or production systems.
- Proven experience in an Application Support, Application Management, or IT service management role.
- Minimum 3–4 years of experience leading and managing a technical/application support team, including performance management and team development.
- 5+ years of hands-on experience in application support or a related domain, with strong troubleshooting and analytical skills.
- Experience working with ITIL processes such as