Application Support Lead - Associate Director

Application Support Lead - Associate Director

Job Title: Application Support Lead / Associate Director

Function: Advisory Enablement

Location: Bangalore, KDN India

 

KPMG Overview:

As a global leader in professional services, KPMG provides audit, tax, and advisory services to a wide variety of industries. Our aim is to attract and retain the best by creating an environment where our people can learn, progress, be fulfilled, and successful in their chosen careers.

Role Overview: 

The Associate Director for Global Advisory’s Application Support will serve as the functional lead for the Application Support team in Global Advisory Technology Enablement (GATE) Service Management and Operations (SMO). Our technology portfolio is expanding, and we require a seasoned professional with exceptional leadership and communication skills, with a focus on delivery excellence, customer experience, and continuous improvement. 

Role & Responsibilities

• Provide strategic direction and guidance to ensure the seamless operation and administration of enterprise applications within the GATE portfolio.
• Collaborate with various workload teams to onboard solutions and applications into the application support catalog, ensuring adherence to established guidelines and support models for seamless integration.
• Ensure the operational resiliency of GATE applications by overseeing the development and implementation of resiliency and recovery processes. Responsible for maintaining up-to-date documentation and regular reporting on these processes to ensure readiness and compliance with organizational standards.
• Oversee the day-to-day operations, run, and maintenance of all applications, ensuring they are consistently available to meet business needs and minimizing downtime
• Implement strategies and proactive measures to avoid application outages, ensuring continuous availability and optimal performance of applications.
• Collaborate with Licensing and Finance teams to facilitate budgeting, procurement, and renewal of application licenses. Provide strategic guidance to optimize software investments and ensure cost-effective solutions.
• Identify opportunities to automate manual tasks. 
• Provide strategic leadership in managing the performance of the Application Support Team, ensuring they consistently meet and exceed organizational goals
• Lead the recruitment, onboarding, and training of new team members, fostering a culture of continuous learning and professional development to build a high-performing team
• Serve as the primary escalation point for application-related issues, driving timely resolution, and continuous improvement.
• Ensure that team has the appropriate resources, work environment, and support to perform their responsibilities effectively.
• Collaborate with GATE Leads to resolve challenges efficiently and foster a collaborative environment.
• Develop and maintain comprehensive performance reports for senior management and stakeholders, ensuring clear communication of achievements and areas for improvement.

The Individual

 

• 16+ years of experience in IT service management or a related field, with significant experience leading and managing large teams.
•  
• Demonstrated ability to deliver under pressure and prioritize effectively.
• Exceptional critical thinking skills, alongside strategic and analytical thinking. Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment
• Outstanding communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels and under pressure.   Ability to communicate clearly with non-technical stakeholders.
• Exceptional leadership and team management skills, with proven track record in performance management. 

 

Qualification

 

• Bachelor’s degree in computer science, Information Technology, or a related field from a Tier 1 / Tier 2 institute.
• Knowledge of ITIL or similar IT best practice methodologies.
• A master’s degree in a related field is a plus.

 

Selection process

 

• Initial technical interaction with the Line Manager.
• Second interview with the Director of the practice. 
• Final interview with the Senior stakeholder of the practice.
• HR discussion.

 

Compensation

• Competitive with industry standards. Details of the compensation package will be shared with shortlisted candidates.

 

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Experience Level

Mid Level