• Developers are heavily consumed by support and incident handling instead of focusing on roadmap and new features.
• No single owner for application support, SLAs, and customer communication during incidents.
• Reactive support rather than proactive monitoring and continuous improvement.
• Limited documentation and knowledge base, which increases resolution time and dependency on individuals.
• Lack of support Expertise: All resources assigned now is developers and this can be boring for them and also they have no experience dealing with production issues and how to be solved and they need an expert to guide them.
Requirements
A dedicated Application Support Manager would:
• Own and lead the support team (L1/L2/L3), ensuring clear responsibilities, SLAs, and escalation paths.
• Shield the development team from day-to-day support noise, allowing them to focus on delivery and quality.
• Implement and optimize support processes, knowledge base, and reporting (incidents, trends, recurring problems).
• Oversee monitoring and alerting across applications to detect issues before they impact users.
• Act as a single point of contact for internal stakeholders and customers during major incidents.
• Provide regular management reports on support performance, incident trends, and improvement actions.
This role will directly improve:
• Customer satisfaction and response times
• System stability and incident prevention
• Product delivery velocity, by freeing developers from operational load
• Visibility for management, through structured KPIs and reporting
