.Net Service Manager

We are seeking a seasoned Senior Manager to take ownership of Service and Problem Management for the eFile application This role requires a strong technical foundation in NET and SQL technologies with an understanding of mainframe systems The ideal candidate will lead incident resolution root cause analysis and service improvement initiatives while ensuring application stability and performance

Key Responsibilities

Service Management

Oversee daytoday operations of the eFile application ensuring high availability and performance

Manage SLAs service metrics and reporting for application health and support

Coordinate with development infrastructure and support teams to ensure timely resolution of service issues

Drive continuous service improvement initiatives and automation opportunities

Problem Management

Lead root cause analysis RCA for recurring issues and major incidents

Maintain a problem register and ensure timely closure of problem tickets

Collaborate with technical teams to implement permanent fixes and preventive measures

Conduct postincident reviews and ensure lessons learned are documented and shared

Technical Oversight

Provide guidance on NET Core NET Framework SQLbased solutions and mainframe integration

Review and approve technical changes impacting service delivery

Ensure compliance with ITIL processes and organizational standards

Leadership Stakeholder Management

Act as a point of contact for senior stakeholders regarding service and problem matters

Mentor and guide junior service managers and technical leads

Communicate effectively with business units vendors and crossfunctional teams

Required Skills

Strong understanding of NET Core NET Framework and SQL Server

Exposure to mainframe systems COBOL JCL DB2 and their integration with modern platforms

Proven experience in Service Management and Problem Management within ITIL frameworks

Excellent analytical troubleshooting and decisionmaking skills

Strong communication and stakeholder management abilities

Preferred Qualifications

Bachelors or Masters degree in Computer Science Engineering or related field

ITIL Foundation or Intermediate certification

Experience in managing applications in regulated environments eg finance legal government

Familiarity with monitoring tools incident management platforms eg ServiceNow and DevOps practices"