Senior Manager, Application Management

JOB SPECIFICATIONS:

Education:

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or related field
• Master's degree in IT, Business Administration (MBA), or Technology Management (preferred but not required)

Required Skills and Work Experience:

• 8–12+ years of progressive IT experience, with at least 5 years in a leadership role overseeing application development, system integration, or IT service management within a BPO, shared services, or enterprise IT environment.
• Proven expertise in application development lifecycle (SDLC) including architecture design, coding standards enforcement, QA/testing governance, and production deployment of scalable enterprise solutions.
• Strong experience in system integration architecture across hybrid environments (cloud, on-premise, third-party platforms), including API governance and interoperability standards.
• Demonstrated capability in automation strategy development, leveraging DevOps, RPA, orchestration tools, or AI-driven solutions to reduce manual effort and improve SLA compliance.
• Experience in ITIL-based service management, including Incident, Problem, and Change Management, with strong root cause analysis and post-mortem governance.
• Hands-on exposure to risk assessment, business continuity planning (BCP), and business impact analysis (BIA) aligned with enterprise and client contractual requirements.
• Strong background in process optimization and transaction flow analysis, collaborating with clients to enhance operational workflows, improve NPS/CSAT, and ensure SLA adherence.
• Experience designing proactive monitoring and observability frameworks, implementing reliability engineering practices to reduce recurring incidents and improve system uptime.

Required Certifications:

• ITIL® 4 Foundation or Managing Professional
• Project Management Professional (PMP)
• Certified ScrumMaster (CSM) or SAFe Agilist
• AWS / Microsoft Azure / Google Cloud Professional Certifications
• TOGAF (Enterprise Architecture)
• Certified Information Systems Security Professional (CISSP)
• Certified Business Continuity Professional (CBCP)
• Six Sigma Green Belt / Black Belt

WORKING CONDITIONS:

Shifting schedule; office-based; 5-day work week or as needed with minimal field work.