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 automotive industry.
Responsibilities:
- Lead end-to-end application production support service delivery for an Automotive DMS program, spanning support tiers (L1–L3) and ensuring effective escalation and resolution flow across the organization.
- Act as the primary client contact for production support operations: manage expectations, run service reviews, communicate performance, issues, and upcoming changes, and ensure a high level of customer satisfaction.
- Own and govern ITSM processes (incident, problem, change): ensure SLA/KPI adherence, high-quality RCA, auditability, and consistent execution across onsite/offshore teams.
- Build, mentor, and develop a high-performing support organization: define roles and responsibilities, establish runbooks/KB standards, and implement a sustainable shift and on-call model (including weekends when required).
- Drive continuous improvement: reduce recurring incidents, improve stability and service reliability, introduce process enhancements, and promote automation and knowledge maturity to reduce operational toil and improve MTTR.
- Collaborate closely with cross-functional teams (development, QA, infrastructure, security, vendors) to support releases, cutovers, environment readiness, and timely resolution of high-impact issues.
Requirements
- 12+ years of experience in application production support service delivery or IT service delivery.
- Proven experience managing support/service delivery teams and client relationships in enterprise environments.
- Strong leadership, stakeholder management, and communication skills (internal and client-facing).
- Demonstrated capability to govern incident/problem/change processes, including RCA and preventive actions.
- Experience working with SLAs/KPIs, performance reporting, and structured service review cadence.
- Proficiency with ITSM tools and practices; ITIL knowledge required (ITIL v4 advanced/certification is a strong plus).
- Strong problem-solving and analytical skills; ability to work under pressure and manage multiple priorities.
- Ability to work flexible hours, including evenings/weekends as required.
- 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
- remote work from Poland ( with delegations to the customer office in Germany)
- 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
