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 

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