Application Support Manager

Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Zycus is looking for ITIL certified professionals to join us as Application support managers. You will in this role be part of a Global Team and responsible for overseeing and managing the technical support team, ensuring the delivery of excellent customer support, driving process improvements and maintaining a high level of technical expertise in the organization. 

About The Role

·       Lead and manage a shift of Technical Support team which is Level 1 Support in order to provide timely and effective technical assistance to Zycus customers  and internal users

·       Tracking Incidents, Major & Minor to ensure SLA compliance.

·       Participating in the daily SCRUM`s to provide a deep dive into issue occurrences and correlate RCA`s.

·       Develop, implement and manage technical support processes and procedures to ensure efficient and consistent resolution of incidents.

·       Monitor and analyze technical support metrics to identify areas of improvement and implement corrective actions

·       Ensure excellent CSATs by monitoring and driving improvement in FRT, FCR, SLA Adherence (TAT), Quality, Team Knowledge leading to correct issue analysis, prioritization and troubleshooting.

·       Create documents that outline incident protocols and drive the incident management team to ensure that all protocols are diligently followed. Ensuring high quality, up-to-date documentation and knowledge base exists for all Zycus products.

·       Conducting Daily checks on CSAT score and DSAT analysis Liaising with Internal functions including Product Management, Engineering, Network Operations, and other Service functions to ensure timely and accurate resolution of issues and queries.

·       Review daily priorities and take appropriate action to ensure results are achieved.

AnAalyze and interpret data for tracking SLAs and internal OLAs 

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Drive Shared support team to enhance their technical skills and customer service abilities.

·       Secure adherence to Company’s policies & guidelines Awareness of new product developments in our domain providing input and tactical direction to the business on Customer service and support challenges.

·       Monitor daily performances to enhance & up skill the Analysts and Senior Analysts

·       Maintaining a timely 1-to-1 feedback mechanism to ensure best practices are being followed for maximum efficiency amongst the team.

·       Handling Escalation Calls, Emails & Chat

·       Able to judge priorities to meet deadlines without cutting corners

·       Taking responsibility for Unresolved Issues/ Escalations

·       Experience in driving Change Initiatives in a Service Environment & Conversant in Service Legal Agreements and Operational schedules

·       Ability to mentor & guide junior team members

·       ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is expected.

·       Supervise and motivate team members

SHIFT: Rotational Shift (Including Night Shift)

EXPERTISE AND QUALIFICATIONS

• Minimum 6-8 years of relevant experience in the Support Management & Team Management role.

• Should have led a team of minimum 6 in the past. Prior work experience in a SAAS/Product Based organization’s Tech Support team is extremely preferred (but not mandatory)

• Excellent Communication Skills (aimed at US and EU customers) is a must.

• Should have a Logical & Analytical bent of mind

• Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to as per SLA or sooner.

Educational Qualification: Graduate

Leadership Abilities

• Accept responsibility/accountability for assigned tasks

• Break problems into manageable pieces and follow an organized approach to resolve them

• Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor

• Develop contingency plans and be ready with backup options when needed

• Work effectively in fast paced, team oriented, rapidly changing environment

• Promptly recognize emerging problems, identify potential solutions, and seek help from others when necessary

• Deliver high quality results on time

• Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so

• Maintain poise, maturity, humility, professional conduct, presence, and appearance

• Establish and maintain effective and cooperative working relationships with peers, management, and clients

• Accept and act on feedback Communication.