Application Support Manager (B2B SaaS)

About the Role

We are looking for an Application Support Manager (IoT) to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products

Key Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Requirements

• Bachelor’s degree in a technical field.
• Minimum 3-5 years of managing large team, leadership experience in application support or technical operations.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.