Application Support Governance Manager (ITSM / Major Incident)

About the role

You are the control tower for Application Support. You give management a clear view of how 20+ applications perform across 4 Business Units, both store (offline) and online. You find what keeps breaking and push for permanent fixes. When a critical system goes down, you lead the recovery. You don't fix systems yourself. You own the picture, the decisions and the follow-through. You manage a team of 2 and report to the Head of Application & Tech Support.

Key responsibilities

• Own Application Support reporting across all Business Units

• Track SLA, resolution time, backlog, availability and P0/P1 incidents

• Prepare the monthly performance pack and present it to Business Unit management

• Turn technical issues into clear business language, with action plans

• Use incident and SLA data to find recurring issues and manual work

• Drive permanent fixes with Dev, Infra, Architecture and vendor teams

• Lead improvements in automation, monitoring and incident reduction

• Lead the War Room for P0 and P1 production incidents

• Publish official notices for maintenance, outages and service recovery

About you

• Bachelor's degree in IT, Computer Science, MIS, Engineering or related field

• 7–12 years in Application Support, Production Support, IT Operations or Service Management

• 2–4 years as Team Lead, Service Lead or Manager

• Proven experience leading major production incidents across several technical teams

• Experience in a multi-Business Unit, multi-application enterprise environment

• Experience presenting IT performance to management

• Business English for presentations and communication, spoken and written

• ITIL / ITSM knowledge (ServiceNow, Jira Service Management or similar)

• Power BI, Tableau or other dashboard tools

• Retail, e-commerce or omnichannel background