ITMAGINATION, now part of the Virtusa Group helps its Clients by becoming a true extension of their software and data development capabilities. Through the readily set up, comprehensive, and self-governing teams, we let our Clients focus on their business while we make sure that their software products and data tools scale up accordingly and with outstanding quality.
We are looking for experienced team players to fill the position of Application Support Lead and participate in our up-and-coming project for our client from the telco industry.
Project goals: stable, compliant, and measurable production operations for core DMS services, with predictable SLAs and proactive risk reduction.
Responsibilities:
- Lead L2/L3 application production support for a large Automotive DMS program (hybrid, Bonn).
- Serve as primary client contact; manage expectations, run service reviews, and ensure customer satisfaction.
- Govern incident, problem, and change processes; ensure SLA/KPI attainment and auditability.
- Build and mentor a high-performing support team; define roles, runbooks, shift/on-call model.
- Drive continuous improvement: stability, MTTR, automation of toil, knowledge base maturity.
- Oversee observability and capacity/availability planning; coordinate with Dev, QA, Infra/Security.
Requirements
- 12+ years in application production support / IT service delivery, incl. team leadership.
- Hands-on ITSM / ITIL v4; strong incident/problem management and RCA practice.
- Experience in enterprise, mission-critical environments; stakeholder management.
- Familiar with monitoring/APM and SLO/SLA reporting; strong documentation habits.
- German B2+ and English B2+;
Preferred:
- Tooling: ServiceNow, Prometheus/Grafana/App Insights; Windows/IIS and SQL Server basics.
- Exposure to Automotive/DMS programs; shift/on-call model design and optimization.
- Governance/reporting cadence with executives; compliance and audit experience.
Benefits
- Professional training programs
- Work with a team that is recognized for its excellence. We have been featured in the Deloitte Technology Fast 50 & FT 1000 rankings. We have also received the Great Place To Work® certification for five years in a row
