APPLICATION SUPPORT MANAGER JOB DESCRIPTION

Managing enterprise applications well is harder than it looks. An Application Support Manager owns the layer between stable software and the business operations that depend on it - fielding Tier 3/4 escalations, governing SLA compliance, and deciding which production incidents warrant immediate executive communication. The role typically spans a portfolio of 10 or more applications running in hybrid on-premise and cloud environments, with direct accountability for both internal teams and outsourced vendor performance. What makes it demanding is the dual mandate: keep systems running today while systematically reducing tomorrow's failure rate through process improvement and root cause discipline.

As the Application Support Manager, you are accountable for the day-to-day reliability of an enterprise application portfolio, owning incident resolution, SLA governance, and continuous improvement programs that reduce recurring production failures. You lead a team of support analysts and engineers while managing vendor relationships, shaping the support roadmap, and reporting operational health metrics to senior IT and business leadership.

Career Impact: Owning production SLA governance and vendor contracts for a multi-application portfolio positions an Application Support Manager as a sought-after operational leader across enterprise IT hiring markets.

Business Impact: When this role performs well, end users and business stakeholders experience measurably fewer unplanned outages and faster mean-time-to-resolution on the incidents that do occur.

Growth Opportunity: The breadth of scope - spanning change management, vendor negotiation, root cause analysis, and team development - builds the cross-functional leadership profile that feeds directly into IT Service Delivery Director and VP of IT Operations roles.

• Lead incident triage and resolution for production business applications, coordinating technical resources to meet agreed SLA thresholds.
• Supervise and develop a team of application support analysts and engineers through coaching, performance evaluation, and structured growth planning.
• Manage vendor and outsourced service provider relationships, including contract governance and quarterly performance reviews against defined service levels.
• Drive continuous improvement initiatives that reduce recurring defect volume, automate manual procedures, and improve security controls across the application portfolio.
• Monitor application health through dashboards and alerts, performing or delegating daily system checks and ensuring timely executive communication during major outages.
• Own the change and release coordination process, including pre-release planning, deployment oversight, and post-release validation.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures to enable team self-sufficiency and knowledge transfer.
• Define and report on operational KPIs, identify gaps in team capacity or tooling, and present findings to IT leadership with recommended remediation plans.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5 or more years of application support or IT operations experience, with at least 2 years in a people management or team lead capacity.
• Demonstrated ability to manage production incident response and root cause analysis across complex, multi-system environments.
• Experience governing vendor and outsourced service provider relationships, including SLA monitoring and performance reporting.
• Working knowledge of ITIL service management principles, including incident, problem, and change management processes.
• Ability to analyze operational data, identify trend-based failure patterns, and communicate findings clearly to technical and non-technical stakeholders.
• Experience coordinating application releases and managing change control processes in a production environment.
• Strong organizational skills with the ability to manage competing priorities across multiple applications and stakeholder groups simultaneously.

• ITIL Foundation v4 certification or equivalent service management credential.
• Experience managing a hybrid infrastructure environment spanning on-premise systems and cloud-hosted applications.
• Familiarity with SOC 2 audit requirements or equivalent IT compliance and controls frameworks.
• Prior exposure to offshore or globally distributed support team models, including time-zone handover coordination.

• SLA adherence rate, measuring the percentage of incidents resolved within contracted response and resolution windows.
• Mean time to resolution (MTTR), tracking how quickly the team closes production incidents from detection to verified fix.
• Repeat incident rate, indicating whether root cause actions are preventing the same failure from recurring month over month.
• Vendor scorecard compliance rate, reflecting how consistently outsourced providers deliver against contractual service commitments.
• Change-related incident rate, measuring the proportion of production outages traceable to releases or configuration changes.
• Typical tools: ITSM platforms (commonly ServiceNow or Jira Service Management); monitoring and alerting (commonly Datadog, Splunk, or equivalent).

• Base Salary Range: $110,000 to $150,000 annually, depending on experience and location
• Bonus: Annual performance bonus, typically 10 to 15% of base salary
• Equity: RSUs or stock options offered at larger enterprises and public companies
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually plus federal holidays; sick leave varies by state
• Common Perks: Remote or hybrid work flexibility, home office stipend, tuition reimbursement, and professional certification support

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment for this position, and all offers are contingent on satisfactory results. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Applicants requiring reasonable accommodation during any stage of the hiring process may request one at any time. Candidates must be authorized to work in the United States.

The Application Support Manager leads Change Management and Monitoring processes by implementing process improvements, automating manual workflows, and overseeing the design and maintenance of supporting tools across IT Operations and Engineering teams. Reporting to senior IT leadership and collaborating with Business Technology Owners, Incident Management, and auditors, this role delivers a compliant, ITIL-aligned change governance function that reduces organizational risk.

Key Responsibilities

• Develop and sustain long-standing relationships with Business Technology Owners (BTO), IT Infrastructure Engineering, IT Operations, Incident Management, IT risk management and auditors.
• Lead discussions between BTOs and other internal teams.
• Bring leadership and expertise in leading people, processes, and technologies required to deliver an effective Change Management and Monitoring process.
• Implement process improvements by redesigning and automating manual processes.
• Create and update process documentation, controls, and Standard Operating Procedures.
• Facilitate issue resolution and issue tracking, identify risk mitigation steps, and ensure risks and issues are mitigated and resolved on time.
• Provide management oversight for the design, implementation, and maintenance of tools that support the process.
• Supervise and lead employees of various roles and technical skill levels, and be accountable for the accuracy, completeness, and quality of team members' work.
• Recruit, train, and coach team members, and conduct periodic performance evaluations of direct reports.
• Serve as main point of contact for direct reports on questions, training, and growth plans, and apply strong conflict management and decision-making skills.
• Promote ITIL-based industry-standard methodologies in technology change management.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent education.
• Certifications such as PMP, ITIL, or Scrum Master.
• Minimum 12+ years of relevant professional experience as a Development Manager, Program Manager, Delivery Manager, or Change Management Manager.
• Hands-on experience in ITIL, process improvement, control implementation, software development, and project management.
• Demonstrable understanding of current technologies with the ability to develop and deliver projects.
• Experience with ServiceNow, Guardium, Tripwire, Splunk, Elastic solution, Jenkins, and AWS Cloud preferred.
• Strong communication, relationship-building, risk-based prioritization, decision-making, and conflict management skills.
• Results-oriented, self-motivated, and accountable.
• Ability to maintain high standards under pressure and adapt in ambiguous situations.

Embedded within IT Operations supporting a Treasury-focused financial services environment, the Application Support Manager builds a clear strategy for enhancing application support services and manages vendors, SLAs, and disaster recovery coordination across a multi-skilled technical team. Working closely with operational staff, business bodies, and service providers, this role maintains service continuity and drives team productivity through coaching and ITIL-aligned governance.

Core Functions

• Manage vendors and third parties providing IT support and services to support applications and services.
• Build a clear strategy and plan for enhancing and improving the application support service back to the business.
• Implement service improvement plans for the applications in scope of the role.
• Ensure support tickets are responded to and maintained in accordance with agreed SLAs and procedures.
• Provide coordination of teams of technical assistance (5-10 persons).
• Manage suppliers and service provider companies and implement governance in line with expected service levels, processes, and procedures.
• Ensure coordination and alignment with ITIL processes and associated tools and methods.
• Ensure the correct level of reports to operational staff and IT or business bodies are available.
• Ensure incidents are resolved in line with business expectations, including crisis management and business communication.
• Maintain and ensure correct operation of business continuity measures, including Disaster Recovery Plans, and coordinate regular tests.
• Manage quality knowledge management of all documentation, and drive team productivity and performance through coaching, mentoring, and encouraging personal development.

Qualifications & Experience

• Experience in application support management and team leadership, including leading multi-skilled technical teams in customer-focused financial services environments.
• Financial Services industry knowledge, including experience with financial institutions, especially a Treasury function.
• Strong understanding of infrastructure architecture, application and network security, SDLC across multiple technologies, and ITIL processes.
• Knowledge of supporting complex integrated applications and managing disaster recovery of enterprise applications across multiple data centres.
• Experience with HR systems and structures.
• Analytical problem-solving skills.
• Ability to communicate effectively with customers and work well under pressure.

Reporting to senior IT leadership, the Application Support Manager delivers application support and maintenance services for First Student, Inc./First Transit across North America, covering back-office and front-office systems including Finance, Maintenance, Risk, and Procurement. Partnering with managed service suppliers and internal delivery teams, this role sets KPIs, manages budgets, and identifies continuous improvement opportunities that ensure high application availability and business alignment.

Primary Duties

• Deliver application support and maintenance services to First Student, Inc./First Transit in North America.
• Perform operational management of strategic suppliers who provide services for FirstGroup.
• Ensure Application Support Services are aligned to a Managed Services model.
• Document each application and produce a maintenance plan to ensure high availability and planned change control.
• Ensure applications have agreed disaster recovery, data backup, and archiving plans.
• Support the delivery of business change projects and the rationalization of the application set.
• Understand business processes and identify continuous improvement opportunities in Application, Process, and Service.
• Support the development of the appropriate service culture within internal and external delivery teams.
• Set KPIs and operational goals for both internal teams and managed supplier operations, and ensure delivery against them.
• Support the development of business cases and capital expenditure requirements that stabilize, improve, and replace IT systems.
• Manage services and projects within planned budgets.

Education & Experience

• BS/BA in IT, Computer Science, Engineering, Management, or related areas, or equivalent experience.
• ITIL Foundation v4 certification preferred.
• Knowledge of ITIL methodologies associated with Service Management.
• Experience in an application support or development role within a supplier or client environment, including managing large business projects with a variety of highly skilled resources.
• Experience with Managed Services outsourced suppliers.
• Skills required to drive service excellence with internal and external delivery teams.
• Travel within North America as required (under 10%), and internationally on an exceptional basis.

Sitting at the intersection of technical delivery and commercial strategy, the Application Support Manager shapes the full B2B/B2C systems development cycle from research and user requirements through vendor management, in-house development, and end-to-end IT operation. Operating across project phases including milestone definition, resource validation, and senior management reporting, this role builds system capabilities aligned to business priorities through ERP, WMS, OMS, and eCommerce platforms.

Duties

• Manage the full B2B/B2C systems development cycle from research, user requirements, and vendor management to in-house development and end-to-end IT delivery and operation.
• Construct workflow charts and diagrams, study system capabilities, and write specifications.
• Improve systems by studying current practices and designing modifications.
• Define project requirements by identifying milestones, phases, and elements, forming project teams, and establishing project budgets.
• Monitor project progress by tracking activity, resolving problems, publishing progress reports, recommending actions, and managing timelines.
• Validate resource requirements and adopt the most cost-optimized approach.
• Propose enhancements to senior management using analytics to support recommended solutions and drive implementation throughout the cycle.

Skills & Qualifications

• Bachelor's Degree in Computer Science.
• 3-5 years of equivalent experience.
• Architectural knowledge.
• Implementation experience with Microsoft Dynamics 365 or comparable ERPs, WMS, OMS, POS, eCommerce, and infrastructure projects.
• Strong commercial acumen.
• Ability to bridge technical and commercial teams.
• An entrepreneurship mentality, proactive and analytical mindset.
• Proven ability to handle multiple projects simultaneously and manage timelines for a task force within a tight schedule.

Candidates with less experience will be considered as Assistant Manager.

A key member of the Sales and Clinical Education team, the Application Support Manager delivers clinical and technical training, certification, and support to ophthalmic and optometric healthcare professionals at meetings, trade shows, and in the field. Collaborating across Sales counterparts and HCP communities, this role enables customer satisfaction and sales objective achievement by ensuring clinically relevant information reaches ophthalmic and optometric providers effectively.

Functions

• Provide clinical and technical training, certification, and support to ophthalmic and optometric HCPs.
• Conduct clinical education activities that facilitate learning regarding clinically relevant information to ophthalmic and optometric HCPs.
• Participate in meetings and support trade shows to provide information useful to ophthalmic and optometric HCPs.
• Complete all trip reports and expense reports in a timely and accurate manner according to policy.
• Work with Sales counterparts to ensure customer needs are met.

Requirements

• Bachelor's degree from an accredited college/university or equivalent experience.
• COA/COT/COMT preferred.
• 5+ years of medical device clinical/technical experience required, with ophthalmology experience preferred.
• Ability to work independently and as part of a team to support company goals and sales objectives.
• Ability to travel up to 50%, including overnight and weekend travel.
• A valid driver's license in one of the 50 United States.

Sustained business continuity for critical customer systems depends on the Application Support Manager, who handles incidents, problems, and service requests within strict SLAs while building service desk processes and producing customer-facing and internal documentation. Based within a customer-oriented support function and participating in Continual Service Improvement Activities, this role adds measurable value to application services through effective workload management and stakeholder communication.

Accountabilities

• Provide application support for critical business systems of business customers.
• Handle customer incidents, problems, and requests within strict Service Level Agreements.
• Manage the support workload and build service desk processes to solve problems.
• Answer questions from customers about the features and capabilities of supported applications.
• Produce both customer-facing and internal documentation in line with company standards.
• Participate in Continual Service Improvement Activities to add value to the services provided to customers.

Professional Experience

• Experience managing support of a SaaS/application platform, including running a service desk and managing processes to solve problems.
• Experience managing and helping to lead junior members of the team.
• Excellent customer service skills.
• Ability to multi-task in a pressurised environment.
• Good communication skills.
• Strong ability to develop effective working relationships with both internal and external stakeholders.

As the Application Support Manager, this role oversees technical issue escalation, prioritizes incident resolution, and manages a 24/7 apps support team across trading, operations, and infrastructure functions within a financial services organization. The team relies on this work to maintain production stability, ensure same-day risk reconciliations, and sustain communication between users, traders, technology groups, and vendors across the full application support lifecycle.

Leadership Responsibilities

• Manage an apps support team, oversee technical issue escalation, and prioritize issue resolution.
• Ensure resource gaps are addressed as a priority to avoid business service disruption.
• Oversee resolution of major system outages and ensure communication to interested parties.
• Perform start-of-day checks, continuous monitoring, regional handover, and same-day risk reconciliations.
• Act as a liaison between users, traders, internal technology groups, and vendors.
• Provide technical oversight across systems and applications, leveraging skills across the apps support area.
• Maintain active involvement in and ownership of Support Project items covering Stability, Efficiency, and Effectiveness initiatives.
• Contribute to planning, budget management, and formulation of procedures that directly impact the apps support area, and influence resource planning.
• Participate in application releases from development through testing to production deployment, and perform post-release checkouts.
• Develop and maintain technical support documentation, and persuade and influence others through strong communication and diplomacy skills.
• Evaluate subordinates' performance and make decisions on pay increases, hiring, terminations, and other personnel actions while appropriately assessing risk and driving compliance with applicable laws and policies.

Background & Experience

• Bachelor's degree or equivalent experience.
• 7-8 years of strong application production support experience in the financial industry, with 5-8 years in an Apps Support role and commensurate people management experience.
• Experience with real-time monitoring systems and issue tracking and reporting using tools.
• Strong knowledge of Microsoft-based operating systems and Office applications, including Word and Excel.
• Experience using call/ticketing software.
• Knowledge of ITRS Active Console or other monitoring tools, and Autosys or equivalent scheduler (preferably).
• Clear and concise written and verbal communication and interpersonal skills, confident in communicating to key stakeholders.
• Effective prioritization skills.

Application Support Manager builds compliant technology change requirements and manages releases for AML investigations, Name Screening, and Trade Surveillance tools within Citi's Compliance Technology Services team under Enterprise Operations and Technology. Success in the position means ensuring strict adherence to AML regulations, Sanctions policies, Swiss banking laws, and Citigroup IT Management Policies while collaborating with globally distributed development, compliance, and infrastructure teams across Zurich, Singapore, and EMEA.

Strategic Responsibilities

• Work with business users to define and analyze highly complex AML compliance and regulatory requirements, and define compliant technology change requirements.
• Support all implemented complex tools and technology solutions to enable timely compliance with AML regulations and Sanctions policies.
• Provide subject matter expertise and coaching for AML Investigations systems to CPB EMEA AML Business, operations, and technology.
• Ensure strict adherence to all technology processes according to Citigroup IT Management Policies, CTO requirements, and Swiss banking laws, regulations, and infrastructure standards.
• Manage releases for EMEA Citi Private Bank CTS systems including CitiAIP, Citi Screening, and Trade Surveillance.
• Collaborate with global development units, Global Production Assurance, regional level 3 support, and infrastructure teams in Zurich and Singapore.
• Collaborate with global, regional, and in-country Compliance, AML Operations, Business Risk, Infrastructure, BISO, TISO, and CPB Business units.
• Conduct day-to-day critical tasks from regional and global functional streams and provide application support for AML systems, CS, and TS.
• Provide support to prepare key deliverables for Internal Audit, external regulators, and Citi Compliance Testing requirements, and partner with the AML Technology Information Security Officer to ensure compliant CTS application deployments.

Technical Qualifications

• 6+ years of experience with Anti-Money Laundering applications and AML case management tools such as Actimize Risk Case Manager or Citi AIP.
• Subject matter expertise in AML domain, customer screening, Sanctions, Embargos, and watchlist filtering.
• Experience with Private Banking Business and Operating Model, Swiss private banking information security, Swiss Data Protection, and Swiss banking secrecy.
• Experience with Oracle databases, Red Hat Linux, SQL, PL/SQL, Unix shell scripts, ETL tools, including Ab-initio or Talend, database modelling, and data warehousing principles.
• Experience with ServiceNow, Problem and Change Management Processes, Web Services, MQ Messaging, Java J2EE, JSP/JavaScript, HP/QC Tool, and Documentum.
• Experience working with globally distributed delivery teams across countries and time zones.
• A collaborative work style and ability to work under tight deadlines with limited supervision.
• Fluency in English, written and spoken.

The Application Support Manager produces a scalable Tier 3/4 support function by developing a team of Developers and Quality Analysts who resolve enterprise application issues across Salesforce, content management systems, and integrations within a mission-driven energy-sector client services environment. Reporting to Client Services leadership and collaborating with cross-functional and client stakeholders, this role ensures SLA-aligned ticket management, team performance, and continuous process optimization that directly advance client outcomes.

Ownership Areas

• Manage the technical team handling Tier 3/4 tickets for enterprise applications such as Salesforce, content management systems, and integrations with other systems.
• Develop a support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with client stakeholders.
• Ensure direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
• Manage customer escalations and communicate to leadership when necessary, while monitoring ticket management for quality, delivery, and timeliness.
• Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs.
• Identify and solve for evolving gaps in skills, processes, tools, and capacity to support a scalable, cost-effective team.
• Track metrics against defined SLAs, present coaching opportunities, and manage and evaluate individual and team performance to meet or exceed standards.
• Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development.
• Identify and recommend process improvements, manage workload balance across team members, define organizational capabilities to meet business strategy, and maintain cross-functional and client relationships.
• Participate in the hiring process.

Minimum Qualifications

• Bachelor's degree in Information Technology, business, or a related field preferred.
• 5-8 years of experience in Application Support, Client Success, or Professional Services roles.
• Familiarity with auditing standards and controls such as SOC 2.
• Experience working with enterprise incident management systems such as ServiceNow, ADO, or JIRA.
• Experience with offshore teams supplementing the onshore workforce.
• Strong process management, analytical, and technical skills.
• Excellent judgment and business knowledge to assess people, processes, and products.
• Excellent communication skills.
• Proven ability to inspire and motivate cross-functional teams.
• Strong initiative in a demanding environment and eagerness to learn new technologies.

Reporting to the Senior Service Delivery Manager within IT Operations, the Application Support Manager coordinates resolution of application and system issues, maintains SLA delivery, and develops continuous improvement processes across internal and external support teams for a Microsoft Azure and cloud-based application environment. Partnering with Development, product, and infrastructure teams, this role ensures new services transition smoothly into support and drives a user-centric, ITIL-aligned support function with robust monitoring and out-of-hours incident management.

Technical Responsibilities

• Coordinate with teams to resolve all application and system issues, analyse system alerts, and provide recommendations for improvement.
• Feed into problem management and ensure fixes meet their deadline.
• Ensure review of support documentation is done accordingly and implement continuous improvement processes and a User-Centric approach within all Support teams.
• Be aware of system management and server requirements including capacity, performance, patch management, version control, security, backup and recovery, utilities, and networking.
• Support on a call-out rota providing out-of-hours support as required, and deliver agreed SLAs acting as Incident Manager for high-priority issues out of hours.
• Ensure new services can be moved into support and non-functional requirements are met.
• Resolve incidents within business expectations, including crisis management, reliability actions, and follow-up, seeing problems through to completion with emphasis on problem ownership.
• Monitor applications through alerts and dashboards, and carry out daily, weekly, and monthly tasks to ensure smooth running of IT systems.
• Maintain regular involvement with product teams, obtaining insight into sprints and possible production migration impact.
• Set objectives for the team, provide regular feedback on performance, and act as a point of escalation for the team.

Knowledge, Skills & Abilities

• Relevant qualification in Computing and IT such as BTEC, HNC, HND, BSc, MSc, or NVQ Level 3-5.
• ITIL Foundation qualification.
• Knowledge of REST APIs, multi-instance application deployment, MySQL, SQL Server, and setting up monitoring and reporting tools.
• Knowledge and experience of AWS including EC2, ECS, SNS, SQS, ElastiCache (Redis), and RDS.
• Experience of Agile approaches and use of Jira or equivalent.
• Good incident, change, and problem management skills.
• Proven formal documentation skills.
• Experience in identifying, defining, and prioritising new work.
• Ability to work as part of a team on multiple tasks concurrently to tight deadlines.

Sitting at the intersection of application operations and financial markets infrastructure, the Application Support Manager manages a team of Application Support Engineers while owning production deployment, 24/7 on-call rotation, and automated monitoring for mission-critical trading systems across Cash Equities, Options, and Futures. Operating across Trading, Operations, Development, Infrastructure, and external trading venues, this role drives operational excellence and automation of repetitive procedures that support the company's diverse global market presence.

Project Responsibilities

• Manage a team of Application Support Engineers and ensure operational excellence in monitoring and supporting production environments and service instances.
• Manage a 24/7 on-call rotation to ensure immediate support in the event of a business-critical system error.
• Build automatic alarms and monitors for system health and performance checks, and troubleshoot production incidents and outages from internal or external factors.
• Own the production deployment and configuration process while striving for excellence in change management.
• Support the company's diverse market presence by interacting with various trading venues regarding trading activity, connectivity, and technical support issues.
• Act as a subject matter expert for assigned applications and drive automation of repetitive manual procedures.
• Foresee scalability problems and address them on time, and coordinate testing, upgrades, migrations, and troubleshooting with trading venues and third-party vendors.
• Assist in developing business requirements and creating technical and functional documentation, and build and maintain knowledge base documentation and training materials.
• Serve as a leader and/or member of project teams.

Experience & Qualifications

• Bachelor's degree in Information Technology or equivalent work experience.
• Experience in managing an application support team and leading or working on project teams, with proven experience supporting mission-critical IT applications.
• Experience with financial markets, in particular Cash Equities, Options, and Futures, preferred.
• Experience working with Windows and Linux in enterprise systems.
• Proficiency in scripting languages such as Python, Bash, and batch.
• Experience with relational databases such as MS SQL or MySQL.
• Experience with cloud infrastructures in AWS or Azure.
• Solid understanding of networking and system engineering concepts.
• Excellent analytical and problem-solving skills.
• Intellectually curious with eagerness to learn, "getting things done" attitude.
• Availability for on-call rotation, including outside business hours and weekends.

Effective resolution of production issues across cloud and on-premise environments depends on the Application Support Manager, who manages day-to-day health checks, oversees SDLC processes, and coordinates continuous process improvement across technical staff, end users, and clients in a data-intensive engineering environment. Based within Production Support and Development leadership and serving as a liaison to executive stakeholders, this role enables high-availability operations through root cause analysis, cloud monitoring, and structured data analysis across Kubernetes, Kafka, and NoSQL ecosystems.

Delivery Expectations

• Manage day-to-day issues including daily health checks of applications and processes, working closely with end users, development staff, and infrastructure teams to prioritize and resolve or mitigate outages.
• Monitor production activities and processes to ensure timely and effective reporting, tracking, follow-up, and communication of problems to internal and external clients, technical resources, and executives.
• Ensure information controls, back-up, and recovery strategies are in place across all environments.
• Implement continuous process improvement, including policy, procedures, and production monitoring.
• Help identify, coordinate, and implement initiatives and projects that create efficiencies and optimize technical processing.
• Develop and maintain relationships with technical staff, end users, and clients.
• Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
• Perform data analysis of issues and report to Production Support and Development leadership.

Education & Experience

• BS degree in Computer Science, Computer Engineering, or a similar technical field, with a graduate-level engineering degree preferred.
• 7+ years of experience across the SDLC, ideally with one or more object-oriented programming languages as a Software Engineer or in scripting.
• 5+ years of hands-on experience in at least 2 areas: cloud-based applications, deployment, monitoring, and operations tools such as Kubernetes, Prometheus, FluentD, Elasticsearch, Grafana, and Kibana, as well as relational and NoSQL databases and event streaming services such as Cassandra, MQ/JMS/Kafka, Aurora, RDS, and Cloud SQL.
• Knowledge of networking including Security, Load Balancing, and Network Routing Protocols, developing monitoring and log analysis tools, machine learning, and data structures and algorithms.
• Systematic, fact-based decision-making, strong curiosity, proactive planning mindset.
• Strong interpersonal skills to cultivate relationships with all stakeholders and promote diversity of perspectives.
• Ability to clearly articulate ideas and problem/solution/business value descriptions to a broad audience in a time-sensitive environment.

As the Senior Application Support Manager, this role oversees third-party vendor relationships and support initiatives while strategizing end-to-end monitoring frameworks with noiseless alerting and proper telemetry across Microsoft Azure, Azure Integration Services, and Dynamics 365 platforms. The team relies on this work to maintain highly scalable, reliable application environments through non-regression testing, third-party statement of work management, and Azure DevOps Change Management governance.

Strategic Responsibilities

• Manage relationships internally and with third-party application support vendor partners, overseeing application support including identification, escalation, and resolution of issues.
• Provide guidelines and patterns and establish proper metrics for building highly scalable, reliable, and high-performing applications.
• Lead support initiatives to improve service levels.
• Strategize best-in-class monitoring frameworks to accomplish end-to-end flow monitoring and noiseless alerting with proper telemetry.
• Serve as a participant and escalation point in the support process.
• Define and manage third-party statements of work, including writing and amending contracts and service agreements.
• Plan and supervise periodic non-regression testing campaigns.

Position Requirements

• BS/BA degree or equivalent experience.
• Proven expertise in application development and environment support using Microsoft technologies, including Azure, Azure Integration Services, Dynamics 365 Finance and Operations, and Dynamics 365 Commerce.
• Advanced knowledge of Microsoft Azure DevOps Change Management process.
• Expert knowledge of reliability and production management domains.
• Knowledge of monitoring frameworks such as Azure Monitor, Splunk, or Datadog.
• Proven ability to implement processes, solutions, and engineering capabilities at scale.
• Proven experience in defining and managing support service delivery SLAs.
• Ability to work collaboratively with globally distributed teams and third-party vendor partners to continuously improve service delivery.

Application Support Manager refines organization-wide system planning, user consultation, and training material development by overseeing Dynamics 365 CRM and Office 365 environments while performing systems analysis and recommending solutions for automation, data processing, and communications. The work directly supports IT management efficiency and enterprise-wide application effectiveness through continuous evaluation of service delivery methods and cross-functional coordination with software vendors and consultants.

Executive Functions

• Plan and manage the installation of new organization-wide systems and applications.
• Consult directly with users to assess their needs and create and implement a strategy to improve the business or application.
• Oversee the development, delivery, and maintenance of training materials and knowledge base documentation for End User Support.
• Assist the business in developing business requirements and creating technical and functional documentation.
• Perform departmental and organization-wide systems analysis and recommend appropriate solutions for office automation, data processing, communications, and other electronic information systems.
• Continuously monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures, assess workload and internal reporting relationships, and identify opportunities for improvement.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.
• 2-5+ years of staff supervisory experience in an IT Management role, with 2-3+ years of experience with Dynamics 365 environments and Office 365.
• Subject matter expertise in Dynamics 365 CRM operations.
• Understanding of end-to-end solution development, deployment, and testing, including Tier 2 support.
• Experience in leading and managing large IT projects across various technologies.
• Experience working directly with software vendors and consultants for development and support.
• Strong communicator with excellent project management skills.

The Senior Application Support Manager creates and maintains local technical documentation, system training programs, and implementation plans for automotive industry ERP, CRM, after-sales, parts management, and warranty claim systems while coordinating closely with HQ-China technical support teams. Reporting to senior technology leadership and engaging with local and global business partners, this role elevates system capability and user proficiency through requirement analysis, periodic exercises, and new release testing aligned to the latest digital practices.

Engineering Responsibilities

• Communicate closely with local business internal and external partners and provide system on-site support, implementation plans, and system Q&A.
• Collect and analyze business and user requirements, identify bottlenecks, and advise improvements for system and business processes.
• Provide system training and introduction for local users to help them improve skillfulness.
• Follow up on requests and ensure a timely response, troubleshoot and resolve technical issues with the HQ-China technical support team, and give solution plans to back support teams.
• Develop and maintain local technical documentation and procedures, and perform technical evaluations, periodic exercises, and new release tests.
• Regularly update local implementation according to the latest digital practice and system optimization.
• Engage in HQ system development by coordinating needs, defining proposals, testing, inspecting, and releasing support.

Skills & Qualifications

• Bachelor's degree in Computer Science or a related field.
• More than 10 years of experience in automotive industries dealing with application system support for sales, CRM, after-sales, parts management, and warranty claims.
• Deep knowledge of ERP systems.
• Readiness to learn and adapt to in-house software such as SAP, HTML, Oracle, Salesforce, Python, JavaScript, .NET, and MVC.
• Strong problem-solving skills, well-organized, great working attitude.
• Desire to engage with external and internal users to solve issues.
• Excellent communication skills in English required, with Mandarin Chinese or other European languages a plus.

Embedded within a technical services organization supporting POS software products, the Application Support Manager manages and mentors a team of 12 Application Support Technicians while overseeing acquisition transitions, aggregate issue analysis, and end-user support via telephone and internet. Working closely with departmental leadership and cross-functional teams on change management, this role coordinates performance evaluations, helpdesk software utilization, and end-user documentation to ensure smooth and efficient application support operations.

Role Responsibilities

• Manage and support a team of 12 Applications Support Technicians, providing mentoring, training, coaching, and performance evaluations.
• Ensure any issues or escalations are resolved on time.
• Communicate and partner with other departments on change management and other items as needed.
• Oversee acquisitions specialists to ensure smooth and successful transitions of applications, and oversee and delegate projects.
• Analyze and provide reporting on aggregate support issues and needs to identify opportunities to improve processes and create efficiencies.
• Troubleshoot and resolve technical issues, and provide comprehensive support via telephone and internet to end users for problems related to POS software products.
• Develop end user instructions for upgrades or updates, and utilize helpdesk software to track support needs, capture problems and solutions, and identify future training needs.

Required Qualifications

• 2+ years of experience as an Applications Support Manager or in a technical support role.
• Strong technical background.
• Excellent leadership and people management skills for managing a team of 12 app support specialists.
• Excellent analytical and troubleshooting skills.
• Strong customer service skills and good communication skills.
• A collaborative team player mindset.
• Ability to work under pressure.

Reporting to responsible managers within the US division of a global Customer Services team, the Application Support Manager designs and implements help desk methods, manages team resources to sustain SLA-aligned availability, and coordinates with OMP teams to build solid customer service collaboration. Partnering with customer services consultants and senior leadership, this role executes service improvement plans and KPI reporting that strengthen overall customer experience and operational outcomes.

Day-to-Day Responsibilities

• Design and implement help desk methods and procedures.
• Provide input for process improvements to the responsible managers.
• Manage team resources to ensure support availability within business hours and agreed service levels.
• Determine and enable support strategies and guidelines in line with overall customer service objectives.
• Analyze statistics and compile accurate reports on customer service KPIs.
• Build and maintain solid customer service collaboration with other OMP teams.
• Motivate team members to provide excellent support service to customers and improve the overall customer experience.
• Recruit, mentor, and help customer service consultants grow.

Technical Qualifications

• Master's degree or equivalent experience.
• At least 3 years of experience in a managing position within a customer services department.
• Advanced troubleshooting, data analysis, and reporting skills.
• Service-minded and results-driven leadership skills.
• A flexible work attitude and ability to communicate professionally and convincingly.
• Proven ability to multitask.
• Fluent in English.

Application Support Manager coordinates standards development, database administration, data integration, and quality control services that standardize and streamline the application management lifecycle for Covington's portfolio. Working closely with internal programming analysts, external consultants, and strategic staffing partners, this role creates a common framework that reduces environmental complexity, enables cross-team collaboration, and ensures information security compliance across requirements, architecture, and production support phases.

Scope of Work

• Oversee a team of internal programming analysts and external consultants.
• Develop standards and templates for documenting each phase of the application management lifecycle from requirements to production support.
• Build partnerships with strategic staffing solutions to augment resources as project needs arise.
• Deploy project and task management productivity tools to help leads and managers effectively capture, organize, and assign work to team members.
• Oversee database administration support including provisioning, monitoring, tuning, patching, and executing backups and restores, and establish standards and procedures for administering databases across the enterprise.
• Adopt new testing tools and guide for leveraging automated and repeatable test scripts to improve quality and eliminate inefficient manual procedures.
• Adopt data integration design that maximizes reuse and consistency using standard ETL tools and frameworks, and retrofit legacy integrations to adhere to new standards as appropriate.
• Design and implement processes to ensure data reliability, efficiency, quality, and continuous improvement.
• Ensure processes and procedures meet the firm's information security requirements and remediate deficiencies when identified.
• Assist with the design, testing, and implementation of disaster recovery and business continuity plans, procedures, audits, and enhancements.

Minimum Qualifications

• Bachelor's degree required, or equivalent combination of education and applicable experience, with a Master's degree in a technical or business discipline preferred.
• Certification in select Microsoft Cloud services preferable.
• 7-10 years of experience working with information systems and teams of developers and analysts, with 3-4 years in a management capacity, in a large firm, comparable professional services organization, or legal information services provider.
• 2-4 years each of experience administering SQL Server databases, working with ETL tools such as Integration Builder, working with SaaS providers and building data integrations, and programming/application development with MS Technologies including ASP.NET, C#, XML/XSL, .NET Frameworks, web services, VB Script, and JavaScript.
• 1-2 years of experience working with end users in a business analysis role to solicit and document requirements.
• Knowledge of architectural patterns, design patterns, and distributed architectures.
• Experience applying waterfall and agile project management methodologies.
• Strong leadership, project management, written, verbal, interpersonal, analytical, and problem-solving skills.

Sitting at the intersection of IT application governance and business operations, the Application Support Manager oversees outsourced support teams for S/4 HANA Cloud and Workday while managing JIRA-based incident triage, quarterly business reviews, and a knowledge management database for employee self-service across a manufacturing and automotive supply chain environment. Operating across offsite support teams, super users, and cross-functional business leaders, this role advances SLA compliance, release management, and continuous improvement on quality and throughput for a growing enterprise application portfolio.

Areas of Ownership

• Conduct quarterly business reviews with outsourced support team for continuous improvement on quality, throughput, and knowledge management of service tickets.
• Help manage overall prioritization between production incidents, release management, upgrades, and new application implementation.
• Build and manage the IT Application Support Team's roadmap.
• Lead and triage incidents and service requests assigned to team queues in JIRA, and continuously improve the JIRA ticket format for better clarity and reduced processing cycle time.
• Develop a knowledge management database for employee self-service of incidents and knowledge transfer for the offsite support team.
• Conduct monthly meetings with super users and support team for monthly production release and support status updates.
• Balance the workload of service requests with the headcount of the support team, and track progress of assigned tickets with a focus on meeting delivery deadlines and SLAs.
• Track and report on metrics for tickets assigned to and handled by the Application Support team.
• Serve as a point of escalation for customer incidents, ensuring appropriate resources are engaged for timely action and traction.

Experience & Qualifications

• BS/BA degree or equivalent experience.
• 5+ years of corporate IT application support management experience working with offsite support teams, and 8+ years of support experience with Cloud solutions, ERP, or similar business applications.
• Knowledge of S/4 HANA Cloud as a plus.
• Supply chain expertise in a manufacturing organization.
• Experience in the automotive industry and/or Business-to-Consumer service industry.
• Experience with enterprise-scale operations and maintenance environments.
• Proficiency with Microsoft Office or Google G Suite applications.
• Strong analytical, organizational, problem-solving, and communication skills.
• Ability to think big picture, drive process improvement, and partner with other business leaders on operational best practices.
• Highly motivated and self-directed.
• Flexible in working hours to interact with an offshore support team.