Service Manager

client is looking for a Service Manager with strong development/application support background

Job Title: Service Manager

Location : Los Angeles, CA (Hybrid)

Job Description:

· Ensure SLA compliance and maintain high availability of business-critical applications/systems

· Take ownership of application downtime incidents and act as the primary escalation point during outages

· Leverage a strong development background to better understand application behavior, logs, and issue diagnosis

· Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles

· Manage major incidents with clear, timely stakeholder communication

· Oversee end-to-end application support lifecycle (incident, problem, change coordination)

· Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring

· Perform issue triage with leads/technical teams to identify root causes and drive resolution

· Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management

· Plan and execute preventive & corrective maintenance

· Track and improve incident trends, recurring issues, and service performance

· Develop MIS/operational reports and dashboards (Excel)

· Drive service reviews and continuous improvement initiatives

· Maintain documentation, SOPs, and service logs

· Demonstrate strong stakeholder management across business and IT teams

· Mentor team on incident handling, RCA quality, and support best practices

Thanks,

govardhan.b@vgaisolutions.com