Job descriptionJob Title: Technical Application Support Manager Location: Toronto, ONDuration: Contract (Hybrid)
Job DescriptionWe are seeking an experienced IT professional with strong expertise in ITIL processes, Communication, Stakeholder Management, and Application Support to support enterprise applications and ensure smooth business operations.Key Responsibilities:• Provide end-to-end application support for business-critical systems and ensure high availability, stability, and performance.• Monitor, troubleshoot, analyze, and resolve application issues within defined SLAs.• Coordinate with cross-functional teams including Development, QA, Infrastructure, Business, and Vendor teams for incident resolution and service improvements.• Manage incidents, problems, service requests, and change activities following ITIL best practices.• Participate in root cause analysis (RCA), problem management, and continuous improvement initiatives.• Communicate effectively with technical and non-technical stakeholders regarding incidents, outages, risks, and resolution status.• Prepare and maintain operational documentation, knowledge base articles, support procedures, and status reports.• Support release management, deployment activities, and production validation.• Work closely with business stakeholders to understand operational challenges and provide timely solutions.• Ensure proper escalation management and stakeholder communication during critical incidents.• Participate in on-call support, maintenance windows, and production support activities as required.Required Skills:• Strong understanding of ITIL processes including Incident Management, Problem Management, Change Management, and Service Delivery.• Excellent verbal and written communication skills.• Strong stakeholder management and coordination experience.• Hands-on experience in Application Support / Production Support environments.• Experience with ticketing and monitoring tools.• Strong analytical, troubleshooting, and problem-solving skills.• Ability to work in Agile and fast-paced enterprise environments.Preferred Skills:• Experience in Telecom, Banking, Healthcare, or Enterprise IT environments.• Exposure to Cloud platforms, DevOps, APIs, or automation tools.• ITIL Certification is preferred.