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Application Support Manager

Chennai, TN
Job Code:
  • Miscellaneous
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Job Details

The Application Support team is a new and growing group that has been formed to provide high quality and rapid IT support for McKinsey Business Presentation Design Services applications and their users. There are currently over 60 such applications and a user base of over 1300 situated in 4 locations globally - Chennai, Trivandrum in India, Poznan in Poland and San Jose in Costa Rica. These applications along with the users are a critical part of McKinsey's overall design and presentation services that support the Firm's client communication. The goal of the Application Support team is to enable high availability of the applications and to very swiftly redress any situation, which may be impacting the presentation production process. The team provides support on a 24x7 basis. Support requests are received largely as tickets or emails, and over a phone call in case of emergencies. The Application Support team also plans to extend the boundaries beyond user support and into new areas such as application performance management, environment management, release management, etc. The Application Support Manager will manage all aspects of the daily support activities of the team. S/he will monitor service levels, provide an escalation point for both customers and other support teams, and provide coaching and direction to her/his team members. The key responsibilities for this role are 1) Manage all support activities of the team to ensure consistent high-quality service delivery, i.e., monitor and report on delivered service levels, be a point of escalation, follow up on issues, manage the team's work schedule, etc. 2) Ensure a smooth integration of her/his team with the various other support interfaces in the Firm - e.g., application development teams, IT operations teams, global as well as regional IT teams,etc. 3) Assume the management of larger service disruptions, i.e., ensure effective communication to stakeholders and users, coordinate respective troubleshooting activities, and manage all required escalations. 4) Assume all people management responsibilities for her/his team members, i.e., maintain PDL relationships and provide direction and coaching, both functional as well as related to individual professional development. 5) Identify and drive improvement and automation opportunities within the support processes and applications. 6) Contribute to knowledge building of the team by finding and documenting best practices. 7) Enable the team to grow as they build new capabilities and deliver a wider array of support to the end-user community. 8) Actively engage with global stakeholders of the app support function to determine operational priorities and translate it into actionable items, thereby setting direction for the team.To apply please visit https//
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 8-12


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