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Assoc Manager IT Operations(Web Application Support Associate Manager)
Hyderabad, Telangana
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We are seeking a highly skilled Web Application Support Associate Manager to lead the support, stability, and continuous improvement of enterprise web applications across a diverse technology stack. This role is responsible for managing production support, ensuring high availability, and leading a team that supports applications built on JBoss EAP, Java, .NET Framework, Informatica Intelligent Cloud Services (IICS), and web services.
The ideal candidatecomes with 10+ years of strong technical depth with operational excellence and leadership experience in a global, business-critical environment.
Key Responsibilities
Application Support & Operations
- Own day-to-day production support for enterprise web applications, ensuring availability, performance, reliability, and scalability across environments.
- Lead incident management, root cause analysis, and post-incident reviews; establish operational runbooks, monitoring, and escalation procedures.
- Oversee application server maintenance (JBoss EAP), middleware, web services (SOAP/REST), and integrations via Informatica Intelligent Cloud Services (IICS).
Service Management & Continuous Improvement
- Manage application support intake through ITSM tools (e.g., ServiceNow), including ticket prioritization, SLAs, and KPI tracking.
- Drive continuous improvement initiatives to reduce incidents, improve performance, and increase automation; identify recurring issues and partner with engineering teams on permanent fixes.
Leadership & Team Management
- Lead, mentor, and develop a team of application support analysts and engineers; provide technical guidance for complex or escalated issues.
- Conduct performance reviews, skill development planning, and resource allocation while fostering accountability and collaboration.
Collaboration & Stakeholder Engagement
- Act as the primary support liaison between business stakeholders, development teams, and IT leadership; communicate clearly on incidents, risks, and system health.
- Collaborate with development teams on release planning, deployments, and transition to production support; partner with infrastructure and security teams on platform stability and compliance.
EEO and Accessibility Commitment
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.
Mattel aims to make its Careers website accessible. It is Mattel’s Policy to provide reasonable accommodations to people with disabilities as required by law. If you’re interested in applying for employment with Mattel, and need assistance with this online system at any point during the application, screening or selection process, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@mattel.com. It is Mattel's Policy to consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, social origin, age, marital status, veteran and protected veteran status, disability, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, genetic information, gender, gender identity or expression, or any other basis protected by applicable law.