Manager, Application Support

Posted: 2026-10-15

Team Management

- Lead, mentor, and develop a team of application support specialists.

- Assign tasks and responsibilities, ensuring efficient workload distribution.

- Conduct regular performance evaluations and provide feedback to team members.

- Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.

Support Operations

- Oversee the day-to-day operations of the application support team.

- Ensure timely and effective resolution of incidents and service requests.

- Develop and implement support processes and best practices to improve service delivery.

- Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.

- Ensure adherence to ITIL practices to maintain consistent and structured service operations.

Incident and Problem Management

- Monitor and manage the incident lifecycle, ensuring adherence to SLAs.

- Analyze incident trends and identify root causes of recurring issues.

- Collaborate with development and infrastructure teams to implement permanent solutions.

- Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions.

- Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.

Stakeholder Collaboration

- Work closely with business units to understand their application needs and priorities.

- Liaise with vendors and third‑party service providers to ensure optimal application performance.

- Communicate effectively with stakeholders regarding application issues and updates.

- Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.

Continuous Improvement