Application Support Manager

The Application Support Manager is responsible for leading a team of professionals who provide support for the company’s critical business applications. The Application Support Manager oversees the daily operations of the application support team, ensuring that all incidents and requests are handled promptly and effectively. This role involves managing the team, coordinating with vendors and stakeholders, and driving continuous improvement initiatives. The manager will also be responsible for developing and maintaining monitoring systems, optimizing application performance, and ensuring that all processes comply with relevant security and regulatory standards. Additionally, the manager will play a crucial role in strategic planning, capacity management, the lifecycle management of applications, and implementing best practices to enhance the overall user experience.

• Identifies and implements improvements to support processes and tools.
• Develops and implements support processes and procedures to ensure efficient and effective resolution of application-related issues.
• Manages escalations and resolves complex application-related issues.
• Conducts regular team meetings and performance reviews.
• Leads and manages the application support team, providing guidance, coaching and support to team members.
• Stays up to date with industry trends and best practices in application support.
• Collaborates with other departments to ensure seamless integration and support of applications.
• Manages vendor relationships and serves as the primary liaison between the application support team and business units.
• Ensures high levels of customer satisfaction by providing timely and effective support.
• Monitors team performance and ensure that SLAs are met.
• Provides regular reports on team performance and application support metrics.

Experience: 5+ years of experience in application support or a similar role, with at least 2 years in a leadership position. Or any appropriate combination of education and experience as determined by leadership.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field

Travel: 0-10%

• Familiarity with security best practices and compliance requirements related to application management.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Strong knowledge of application lifecycle management, incident management, and problem resolution.
• Experience working with third-party vendors and managing contracts.
• Experience with application monitoring tools, performance optimization, and capacity planning.
• Strong understanding of ITIL or other relevant frameworks is preferred.
• Proven ability to manage and develop a technical team.