We Don't Just Support Applications. We Own Their Performance.
IMR Soft helps enterprises stabilize, support, enhance, and modernize critical application portfolios through L1/L2/L3 support, managed delivery pods, SLA frameworks, backlog reduction, and global application support capacity.
Applications run the business. When they are unstable, under-supported, poorly documented, or dependent on a few internal SMEs, business performance suffers.
Delivery Model and Governance
Assess application portfolio, ticket history, business-critical processes, pain points, and support coverage gaps. Define support scope, severity model, SLA framework, transition plan, and team structure. Execute transition with KT, runbooks, access setup, reporting templates, and pilot support window. Operate AMS pod with weekly service review, ticket governance, escalation, and improvement backlog. Continuously improve through automation, modernization recommendations, and expanded support coverage.
Outcomes
- Application stability — reduce recurring incidents and production friction
- Faster support — improve response, triage, and resolution of business-critical issues
- Backlog reduction — burn down defects, minor enhancements, and support queues
- Knowledge continuity — reduce dependency on individual SMEs
- Modernization readiness — identify applications needing automation, refactoring, integration, or replacement
The Business Problem We Solve
Many application portfolios have accumulated years of technical debt, undocumented dependencies, recurring production issues, enhancement backlogs, and support models that rely on tribal knowledge. The result is slow resolution, business frustration, and high risk when key people leave.
IMR Soft helps clients stabilize application operations while creating a path to modernization. The approach combines skilled application resources, global support capacity, delivery governance, and continuous improvement discipline.
Strategic Resourcing Advantage
Application Developers
Support defects, enhancements, modernization, and technical backlog.
Functional Analysts
Support business process issues, user questions, and configuration needs.
QA Resources
Improve release confidence, regression testing, and defect prevention.
Service Managers
Provide governance, reporting, escalation, and client communication.
Core Capabilities
- SAP application support
- Salesforce support
- Oracle and ERP-adjacent support
- ServiceNow support
- Custom Java/full-stack application support
Core Capabilities
L1/L2/L3 Application Support
Severity-based incident support, functional and technical ticket resolution, root-cause analysis, user support, and escalation coordination.
Enterprise Platform Support
Structured support around SAP, Salesforce, Oracle, ServiceNow, and custom business applications.
Enhancement and Backlog Management
Minor enhancements, defect backlog burn-down, release and sprint coordination, prioritization with business stakeholders, and change request tracking.
Application Transition and Knowledge Capture
Application inventory, SME knowledge transfer, runbook and SOP documentation, access readiness, and hypercare-to-steady-state transition.
Automation and Continuous Improvement
Ticket trend analysis, automation backlog identification, workflow improvements, testing and release process improvements, and modernization mapping.
Managed Application Pods
Dedicated or shared support pods with service manager oversight, SLA/KPI reporting, U.S. relationship leadership, and India delivery support.
Engagement Models
Application Support Specialist
Short-term or urgent support needs — targeted support resources aligned to application stack and business process.
AMS Pod
Ongoing support for a portfolio or critical applications — L1/L2/L3 pod with SLA/KPI reporting and governance.
Backlog Burn-Down Squad
Defect, enhancement, or technical debt backlog — dedicated team focused on prioritized backlog execution.
Modernization Support Team
Applications needing refactoring, integration, or cloud readiness — application, data, QA, DevOps, and architecture capability.
SAP Enterprise Transformation
S/4HANA readiness, SAP AMS, ABAP, BTP integration, analytics, and governed SAP talent delivery.
Managed Cloud & Infrastructure
CloudOps, monitoring, incident governance, cost visibility, hybrid ops, and SLA-driven infrastructure.
Digital Transformation Advisory
Transformation assessments, digital roadmaps, operating model design, and SAP/AI advisory execution.
Ready to Stabilize and Improve Your Application Portfolio?
If your application support model is reactive, under-documented, or too dependent on internal SMEs, IMR Soft can help create a managed support model with better visibility, accountability, and improvement discipline.
Start with a practical support assessment: what applications matter most, where tickets are aging, where business users feel pain, and what operating model will improve performance.