At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.
Take a look at how each of our studios represents deep pockets of expertise and delivers on the promise of data-driven, connected enterprises.
Role: Application Support Manager / Sr. Manager
Experience: 10–15 Years
Location: Bangalore (Hybrid – minimum 2 days in office) + planned travel to other Innover/client locations on need basis
Office Address: Innover Digital, Awfis, Summit-B, 12th Floor, ITPL Main Rd, Brigade Metropolis, Mahadevapura, Bengaluru, Karnataka – 560048
About Innover Digital
Headquartered in Alpharetta, Georgia, Innover is an award-winning digital transformation company focused on driving innovations in technology and the digital space to create sustained business value for our customers. We are present across 15 global locations.
Our broad array of services spans Data and Insights, Digital Experiences, and Digital Operations. Through strategic alliances with global technology partners, we help businesses across industries achieve true digital transformation.
Role Overview
The Application Support Manager / Senior Manager will lead full-stack application support and enhancement operations across multiple enterprise client engagements at Innover Digital. The role spans the complete service lifecycle - from L1 helpdesk through L3 technical resolution, production operations, and minor-to-medium enhancements - across a mix of bespoke client applications and COTS platforms.
The individual will own service delivery outcomes, lead distributed and hybrid support teams operating across time zones and shifts, manage client relationships at the operational and mid-senior level, and drive continuous improvement across supported environments. Critically, this role requires an AI-first mindset - leveraging Innover's proprietary AI tools and accelerators, and proactively identifying and overseeing custom AI interventions that make support operations smarter, faster, and more proactive.
This role sits within Innover's Digital Engineering practice and requires someone equally comfortable running a disciplined operations rhythm, engaging confidently with client stakeholders, and thinking ahead about how AI and automation can reshape how support gets delivered.
Key Responsibilities
Service Delivery & Operations Management
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Own end-to-end application support delivery across multiple client accounts, covering the full support stack - L1, L2, L3, and production operations.
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Ensure consistent adherence to SLAs, OLAs, and KPIs across all managed engagements, with structured governance, reporting, and review cadences.
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Act as the primary escalation point for critical incidents - driving resolution, managing client communication, and ensuring RCA completion and preventive action closure.
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Manage 24/7 support operations including shift planning, on-call coverage, escalation protocols, and business continuity during major outages.
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Maintain operational health dashboards and service reporting for client and internal leadership consumption.
Application Portfolio & Enhancement Management
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Oversee support operations across a mixed application landscape - bespoke / custom-built applications as well as COTS platforms such as SAP, Salesforce, ServiceNow, Oracle, or similar, depending on the client account.
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Manage enhancements as a formal category of work within the support model - owning prioritisation, scoping, effort estimation, scheduling, and delivery of minor-to-medium enhancement requests alongside break-fix and operational tickets.
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Ensure clear governance over the enhancement backlog, balancing it against incident and service request queues without compromising SLA commitments.
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Develop and maintain working knowledge of application architectures, integrations, and business criticality across supported portfolios.
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Ensure adequate documentation - runbooks, SOPs, known error databases, knowledge articles, and enhancement logs - is maintained and kept current across all accounts.
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Partner with client application owners and internal technical leads on application health, patch schedules, lifecycle activities, and roadmap inputs.
AI-First Support Operations
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Champion an AI-first approach to application support - actively leveraging Innover's AI tools, platforms, and accelerators to improve support quality, speed, and cost efficiency across managed accounts.
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Identify opportunities for custom AI interventions across the support lifecycle - including intelligent ticket classification and routing, predictive alerting, automated diagnostics, virtual agents for L1 deflection, and AI-assisted RCA.
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Conceptualise, scope, and oversee the implementation of such AI use cases in partnership with Innover's engineering and AI practice teams.
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Track and report on the measurable impact of AI interventions - ticket deflection rates, resolution time improvements, and reduction in manual effort.
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Stay current with emerging AI and automation capabilities relevant to managed support operations and bring relevant ideas proactively to both internal leadership and client stakeholders.
Incident, Problem & Change Management
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Lead structured incident management processes including triage, prioritisation, resolution, and post-incident reviews.
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Drive problem management discipline - identifying recurring issues, root cause patterns, and permanent fixes to reduce incident volumes over time.
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Govern change and release management for supported applications, ensuring minimal production risk through proper impact assessment, approvals, and rollback planning.
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Facilitate regular service review meetings with clients, presenting incident trends, open problems, change and enhancement activity, and improvement initiatives.
Client & Stakeholder Management
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Serve as the primary operational point of contact for client stakeholders across managed accounts.
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Build trusted relationships with client IT managers, application owners, and business leads through consistent delivery and proactive communication.
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Manage vendor and third-party support relationships where applicable, ensuring contracted obligations are met.
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Escalate risks, issues, and service concerns to Innover delivery leadership in a timely and structured manner.
Team Leadership & People Management
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Lead and manage distributed and hybrid application support teams across multiple accounts - including onsite, offshore, and work-from-home team members operating across shifts and time zones.
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Own team rostering, shift scheduling, capacity planning, leave management, and on-call planning in compliance with applicable labour regulations.
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Ensure effective handover protocols and shift continuity practices are in place across all 24/7 or follow-the-sun operations.
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Conduct regular performance reviews, provide coaching and feedback, and support career development for team members at all levels.
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Partner with HR and delivery leadership on hiring, onboarding, skill development, and attrition management.
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Build a support culture anchored on ownership, responsiveness, and a continuous improvement mindset.
Continuous Improvement & Operational Excellence
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Identify and drive initiatives to reduce ticket volumes, improve first-time resolution rates, and optimise support costs across accounts.
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Lead or contribute to automation and tooling improvements - including AI-driven initiatives - that reduce manual effort in support operations.
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Support transitions-in of new accounts - working with presales, solutioning, and transition teams during knowledge transfer and steady-state handover.
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Contribute to proposals and solutioning for application support and managed services pursuits as required.
Skills & Qualifications
Mandatory Skills
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Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
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12–15 years of experience in application support or managed services, with at least 4–5 years in a team lead or management role within an IT services environment.
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Proven experience managing full-stack support operations (L1–L3) for enterprise clients across multiple concurrent engagements.
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Experience supporting a mix of bespoke applications and at least one major COTS platform (SAP, Salesforce, ServiceNow, Oracle, or equivalent).
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Experience managing enhancements within a support model - including backlog governance, scoping, estimation, and delivery tracking.
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Solid grounding in ITIL-aligned processes - incident, problem, change, release, and service request management.
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Familiarity with ticketing and ITSM platforms such as ServiceNow, JIRA Service Management, Remedy, or similar.
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Strong understanding of application monitoring, alerting, and basic infrastructure concepts (servers, databases, middleware, integrations).
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Demonstrated ability to manage and lead distributed, hybrid teams working across shifts, time zones, and delivery models (onsite / offshore / remote).
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Demonstrated ability to manage client relationships and communicate effectively with business and IT stakeholders.
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Working familiarity with AI and automation concepts as applied to IT operations - including chatbots, intelligent ticketing, automated workflows, and predictive monitoring. Hands-on experience is a strong plus.
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Strong people management skills - performance management, coaching, capacity planning, and team development.
Preferred Skills
Hands-on experience deploying or managing AI-driven support tools - virtual agents, AIOps platforms, intelligent triage, or similar.
ITIL Foundation certification (v3 or v4); higher-level certifications are a plus.
Exposure to cloud-hosted application environments (AWS, Azure, or GCP).
Experience supporting GCC or captive delivery models for global clients.
Domain exposure in BFSI, Retail, Healthcare, or Manufacturing is advantageous though not mandatory.
Experience participating in or leading support transitions and steady-state onboarding.
What Success Looks Like in This Role
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SLA compliance consistently met or exceeded across all managed accounts
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Measurable reduction in ticket volumes and repeat incidents quarter-on-quarter
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AI interventions delivering tangible improvements in deflection rates, resolution speed, and operational cost
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Enhancement requests delivered on time with high client satisfaction
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Well-governed, motivated support teams with low unplanned attrition and effective shift continuity
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Smooth transitions-in and steady-state operations for new account additions
