Role purpose
Own the end-to-end delivery of application support for hundreds of applications, lead the transition of the application to new teams and run a lean, automation-driven support organization that continuously reduces effort through modernization, consolidation and innovation.
Key responsibilities
Transition & takeover
Plan and lead the transition: due diligence, knowledge transfer, shadow and reverse-shadow phases, readiness gates and go-live sign-off.
Define the target operating model for the new teams , application clustering by portfolio/technology, and coverage model (L2/L3, on-call, follow-the-sun if needed).
Identify and mitigate transition risks, especially for the Critical/High applications
Ensure complete knowledge capture: runbooks, architecture views, SOPs, access, credentials handover and CMDB data quality.
Service delivery & governance
Own SLAs/KPIs (MTTR, backlog, SLA adherence, first-time fix, CSAT) and lead monthly service reviews and QBRs with client stakeholders.
Run ITIL processes: incident, problem, change, release, knowledge and major-incident management.
Manage ~14,400 tickets/year with a smaller team through demand reduction, problem elimination and shift-left.
Manage budget, capacity planning, contractor onboarding and performance within the commercial envelope.
Incident, defect & task management
Run day-to-day management of incidents, defects and client-created tasks in ServiceNow/Jira: assignment, prioritization, SLA tracking and closure quality.
Run daily stand-ups/triage with the Tech Lead and align the backlog priorities agreed with the client via the Service Client Manager.
Balance capacity between break-fix, defect resolution and client task delivery; flag capacity risks early.
Own problem management so recurring incidents become permanent fixes.
Modernization, merging & innovation
Partner with portfolio owners on application rationalization
Build a roadmap for consolidation/merging of overlapping applications, decommissioning and cloud/SaaS modernization.
Drive automation (self-healing, monitoring, AIOps, GenAI/Copilot-assisted support) to deliver measurable FTE and cost reduction year on year.
Present business cases for modernization initiatives with clear ROI and risk.
People leadership
Hire and onboard the team including Tech leads and core/key team members
Lead, coach and grow Tech Leads and engineers; build a multi-skilled, cross-trained team that can cover many applications.
Foster a culture of ownership, continuous improvement and knowledge sharing.
Required qualifications & skills
Proven track record leading application support, including the transition/takeover.
Strong ITIL v4 knowledge and hands-on ServiceNow (or similar ITSM) experience.
Experience running lean, outcome-based support models and achieving productivity gains through automation.
Good understanding of cloud-hosted application landscapes (AWS primary; GCP/Azure a plus), SaaS and COTS.
Experience with application portfolio rationalization (Gartner TIME or similar) and modernization programs.
Excellent stakeholder management, executive communication and commercial awareness (budgets, SOWs, SLAs).
Nice to have
ITIL v4 Managing Professional, PMP/PRINCE2, AWS certification.
Experience in media, music or entertainment (royalties, rights, metadata, supply chain, D2C).
Exposure to AIOps, observability platforms (Datadog, Dynatrace, Splunk) and GenAI for support.
Core competencies
Ownership mindset and calm under pressure in high-impact incidents.
Fast learner able to support many applications with varied technologies.
Clear written and verbal communication in English with business and technical stakeholders.
Continuous-improvement and automation-first thinking.
Skills Required
- Proven track record leading application support, including transitions and takeovers
- Strong ITIL v4 knowledge
- Hands-on ServiceNow or similar ITSM experience
- Experience running lean, outcome-based support models
- Experience achieving productivity gains through automation
- Good understanding of AWS-hosted application landscapes
- Understanding of SaaS and COTS applications
- Experience with application portfolio rationalization, such as Gartner TIME
- Experience with application modernization programs
- Excellent stakeholder management and executive communication
- Commercial awareness covering budgets, statements of work, and SLAs
- Clear written and verbal communication in English
- ITIL v4 Managing Professional certification
- PMP or PRINCE2 certification
- AWS certification
- Experience in media, music, or entertainment
- Exposure to AIOps and observability platforms such as Datadog, Dynatrace, or Splunk
- Exposure to GenAI for application support
Ness Digital Engineering Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ness Digital Engineering and has not been reviewed or approved by Ness Digital Engineering.
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Healthcare Strength — Healthcare coverage is often positioned as comprehensive, with medical and dental described as strong in North America. Wellness programs are also emphasized as part of the core package.
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Flexible Benefits — Flexible or remote work options are frequently highlighted as part of the overall rewards experience. Learning and upskilling support is repeatedly framed as a meaningful benefit tied to the employee value proposition.
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Fair & Transparent Compensation — Pay is characterized as generally “okay to good,” with stronger packages appearing for certain senior roles and some U.S. positions. This suggests compensation can be market-aligned when role level and geography are favorable.
Ness Digital Engineering Insights
What We Do
Ness Digital Engineering, acquired by global investment firm KKR in 2022, is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. Headquartered in New York, Ness serves our customers across 11 innovation hubs in the US, Eastern Europe, and India. Combining our core competence in engineering with the latest in digital strategy and technology, we seamlessly manage Digital Transformation journeys from strategy through execution to help businesses thrive in the digital economy. For more information, visit www.ness.com
