Application Support Manager

Primary job role 

The Application Support Manager/Service Manager will lead Fortude’s Application Support team, which provides support services to a global clientele. The incumbent will ensure that support services are delivered, adhering to the agreed SLAs. The role also includes liaising with key users, customers, vendors, and internal shared services functions to ensure customer applications meet agreed expectations. The Application Support Manager/Service Manager will be based in Colombo and will travel overseas as and when required. 

Main duties/responsibilities 

  • Manage Level 1, Level 2, and Level 3 support provision and service management. 
  • Maintain and increase the efficiency of incident or service requests and problem management processes and procedures. 
  • Assist in developing and reviewing documents such as SLAs, contracts, and agreements. 
  • Report the SLA status to clients and management. 
  • Manage support transitions and provide post go-live support. 


  • Minimum 3 to 5 years productions support experience at managerial level 
  • Minimum one-year ERP support experience 
  • Overseas experience will be an added advantage 


  • Degree or a relevant professional qualification 
  • ITIL Certification 
  • HIPAA and PHI certifications will be an added advantage

Behavioral Competencies 

  • Communication 
  • Results and execution orientation  
  • Client orientation 
  • Teamwork and collaboration 
  • Analytical ability 
  • Decision making 


This job description is not intended, and should not be constructed, to be an all-inclusive list of all responsibilities, skills, efforts, or working conditions as associated with a job. While this job description intended to an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.   

During the time, there is no one in the position above the particular job, the person will be responsible for playing a stretch role and conducting the duties that specific position 

Related Posts

From insights to thought-leadership

View More

Making the most of your data with Infor-Ephesoft integration

Businesses generate mountains of data throughout the supply chain and at various customer and partner touchpoints. Leveraging these data is one of the critical goals for enterprises driven by innovation and as it helps them be more competitive, productive, and digital.

Finance & Accounting Guide: Enhancing productivity and accelerating processes with IDM Capture

The finance and accounting departments and processes are among the most critical and essential functions of a business. However, multiple studies indicate that about 50% of organizations are still wrangling their data manually.

6 ways how Ephesoft accelerates data entry to your Infor solution

Our latest blog post covers six reasons why enterprises should implement IDM Capture, an add-on developed by Ephesoft and Infor that leverages ML, AI, OCR, and ICR to capture, process, classify, extract, and validate data from multiple sources.

Post-pandemic fashion manufacturing: Essential technology for the manufacturer

In my previous blog series I discussed how fashion companies could adapt to meet the challenges of the new normal. For the most part, I focused on brands, but the same principles apply to fashion manufacturing. In this blog post, let’s focus on how manufacturers can adapt to the new normal by achieving visibility and collaboration with the right software.

Post-pandemic fashion manufacturing: Bridging the East-West divide

Twenty years ago, I started my career at an Asian apparel manufacturer. Tech-packs would come in from big brands from the US and Europe. We would gather in meeting rooms late into the night, deciphering the documents and pulling together a sample as best we could. If the sample was approved, we would confirm delivery dates to the brand six months in advance.

Is moving to the cloud the secret to a more sustainable supply chain?

Corporate sustainability is increasingly becoming a differentiator of business performance and financial success. Not only will sustainability help the planet recover from the harm that has been inflicted by aggressive industrialization, but it will also add value to your brand by attracting eco-conscious customers who demand green products.