Application Support Delivery Manager


This position is intended to manage end-to-end Service Deliveries, Build, and Manage complete Operations of a Support center.

Tasks & Responsibilities:

  • Service Delivery - 2nd line / 3rd line (Level 2/ 3), Operations Support and People Management
  • Design & follow appropriate governance model/plan for SLA compliance
  • Ability to drive cross-functional interaction to ensure successful and timely delivery of high-quality services
  • Define & Implement the required processes to enable the functioning of support centre
  • Support Project Managers, Team Leaders in addressing customer issues effectively
  • Responsible for managing & building a team of application support engineers who will support (2nd line / L2) various enterprise applications
  • Ensure excellence in service delivery to ensure customer satisfaction and minimize down time

Education & Training:

  • BE or MSC or MCA – Electronics/ Telecommunications/Computer Science or equivalent from reputed university
  • MBA or post-graduation preferred
  • PMP / IPMA certification (preferable)
  • ITIL service manager certification preferred

Technical know-how:


  • Java/ JEE, Web technologies, C/C++
  • Project Management using MS-Project, Clarity

Good to know:

  • Strong people management and conflict resolution skills
  • In-depth exposure to on-call support model, logistics and deliverables viz. 2nd line Service Desk Management, Vendor Management, etc.

Soft Skills:

  • Should ensure excellence in service delivery to ensure customer satisfaction and minimize down time
  • Good understanding of Indian & European cultures and business practices
  • Should have very strong leadership and general management experience in a ITES, preferably experienced in product-oriented organizations

Expected Attributes:

  • Unquestionable, proven integrity and loyalty
  • Structured, systematic, and decisive work attitude
  • Quality conscious
  • Perfect social behavior
  • Proactive
  • Able to work independently with diligence at all levels
  • Initiative and drive for self-learning and self-improvement
  • Good communication skills, must have very good English, fluently written and spoken. German language would be beneficial


  • Total: 13-18 years of relevant, experience preferred in Enterprise application support preferably working in banking/ payment/ credit cards domain. Embedded Systems background would be a big plus
  • Relevant: 12-15 yrs, with 5-7 years min experience in Enterprise application support, preferably working in Payment card domain



We welcome your application and look forward to the possibility of you joining us! Send your application by e-mail. Please mention the Job Code in the subject of your email.


Human Resources

+91 124 4168-544

[email protected]


Job Code

Code: PSC-01