Manager - Application Support

What We'll Bring:

The Manager for 24x7 Application Support is responsible for ensuring the smooth and efficient operation of mission-critical applications in a round-the-clock support environment. This role involves:

• Overseeing support teams to maintain high performance and morale.
• Managing incidents promptly to minimize downtime and impact.
• Ensuring service levels are consistently met or exceeded.
• Coordinating with various stakeholders to maintain system uptime and reliability.
• Proactively identifying potential issues to prevent disruptions.
• Continuously improving service delivery processes.
• Ensuring application performance aligns with business objectives.

The Support Manager will work proactively to identify potential issues, improve service delivery, and ensure application performance aligns with business objectives.

What You'll Bring:

Key Roles and Responsibilities:

• Service Delivery Management
• Oversee the 24x7 support services for all critical business applications, ensuring high availability and timely resolution of incidents and requests.
• Manage and ensure adherence to service level agreements for response times, resolution times and overall service quality.
• Coordinate with cross-functional teams, including level 2, infrastructure and development teams, to ensure seamless application support,
• Incident Management
• Ensure timely identification and resolution of high priority incidents to minimize business disruption.
• Oversee incident management process, ensuring incidents are logged, tracked and escalated appropriately.
• Ensure a robust problem management process is in place to address recurring application issues and work with teams to implement long term solutions.
• Team Leadership and Support
• Lead and manage the 24x7 support team, ensuring they are adequately staffed and trained to handle the demands of continuous application support
• Provide leadership and mentoring to team members, setting performance goals and ensuring team performance aligns with organizational expectations.
• Foster a collaborative and supportive environment, ensuring team can effectively manage incidents and communicate with stakeholders.
• Continual Service Improvement
• Proactively identify areas for improvement in application support, implementing enhancements to processes, tools and technologies.
• Monitor application performance and trends to identify potential issues and ensure service continuity.
• Work closely with other teams to implement proactive measures that reduce incidents and improve service availability.
• Stakeholder Communication and Reporting
• Serve as a primary point of contact for key stakeholders, providing regular updates on application performance, incident resolution and service metrics.
• Produce regular reports on application support performance including, incident management, downtime and KPIs.
• Risk and Compliance Management
• Ensure that the application support service complies with relevant regulatory and security requirements.
• Monitor and address any security vulnerabilities related to the supported applications.
• Ensure proper backup, disaster recovery and business continuity plans are in place for all supported applications.

Impact You'll Make:

Qualifications:

• Experience
• 10 + years of experience in application support (Java, Linux, Kafka, PostGre based) and IT service management with at at least 2-3 years of experience in a leadership role.
• Proven experience managing 24x7 support environments, particularly for mission critical or enterprise level applications.
• Strong understanding of ITIL processes including incident management, change management and problem management
• Experience working on monitoring tools, ticketing tools (Splunk, BMC Remedy, JIRA).
• Familiarity with cloud platforms, infrastructure and applications is a plus.
• Skills
• Excellent leadership and team management abilities.
• Strong communication skills with ability to effectively communicate with both technical teams and business stakeholders.
• Ability to manage high-pressure situations and ensure swift resolution of incidents.
• Analytical mindset with the ability to identify trends, root causes and improvement opportunities.
• Ability to deliver high quality support
• Certifications
• ITIL Foundation Certification (preferred)

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.