Managed Services Manager – .Net Application Support

Role Overview

• Lead and manage the .NET application support team, providing guidance, mentorship, and performance management for junior and senior staff.
• Oversee advanced L3 support for .NET applications developed using C#, ASP.NET/.NET Core, and related technologies.
• Direct the troubleshooting and resolution of complex application issues, including performance bottlenecks, memory leaks, threading problems, and integration failures.
• Ensure optimal operation and support for application-specific services, including IIS sites, app pools, Windows Services, background jobs, and containerized applications.
• Guide the analysis of logs, exceptions, and metrics using tools such as Event Viewer, application logs, Application Insights, Splunk, ELK, and Dynatrace.
• Oversee support for REST/SOAP APIs, resolving issues related to authentication, authorization, and data integrity.
• Provide leadership in advanced SQL troubleshooting, including query optimization, stored procedures, and indexing strategies.
• Collaborate with DevOps and infrastructure teams to ensure seamless deployments, releases, and ongoing CI/CD pipeline improvements.
• Champion ITIL processes (Incident, Problem, Change) and drive continuous improvement initiatives using platforms such as ServiceNow and JIRA.
• Maintain and enhance comprehensive application support documentation, runbooks, and knowledge articles.
• Act as the primary point of contact for key stakeholders, ensuring transparent communication and timely resolution of escalated issues.
• Develop and deliver knowledge transfer sessions, fostering the technical and professional growth of the support team.
• Identify and implement improvement opportunities in support processes, tools, and service delivery models.
• Promote a customer-centric culture, ensuring high levels of client satisfaction and proactive risk management.

Requirements

• 10+ years of professional experience in .NET application development and/or support, with at least 3 years in a leadership or managerial role
• Demonstrated expertise in advanced troubleshooting and complex problem resolution for enterprise .NET applications
• Proven ability to manage stakeholder expectations and deliver high-quality support services
• Extensive experience mentoring and developing junior engineers and peers
• Bachelor’s degree in Computer Science , Information Technology, or related field
• Relevant certifications in .NET, ITIL, Agile, or DevOps practices are a plus

Tech Stack

• ASP.NET
• ServiceNow
• SOAP
• Splunk
• SQL
• .NET

Benefits

• Professional development opportunities