Application Support Lead

6 days ago

Mastic Beach, New York, United States MyCareersFuture Full time

**Job Summary**

We are seeking an experienced Operations Manager to join our team at MyCareersFuture. As an Operations Manager, you will be responsible for leading a team of application support engineers and managing the day-to-day operations of our applications.

**Key Responsibilities**

  • **Team Management**: Lead, mentor, and manage a team of onsite and offshore application support engineers to ensure the delivery of high-quality application support services.
  • **Vendor Management**: Act as the primary point of contact for incumbent application vendors, ensuring that their services meet our business requirements.
  • **Stakeholder Management**: Communicate effectively with stakeholders on the status of incidents, changes, and enhancements, ensuring that their needs are met.
  • **Operational Excellence**: Implement and manage service management processes and key performance indicators (KPIs) to measure support effectiveness, ensuring compliance with industry standards and regulatory requirements.
  • **Application Support**: Provide day-to-day support for multiple applications used across the organization, ensuring that they are running smoothly and efficiently.
  • **Incident Management**: Manage the full lifecycle of application-related incidents, including incident response, root cause analysis, and remediation, to minimize downtime and ensure business continuity.
  • **Performance Monitoring**: Monitor application performance, identify bottlenecks, and propose improvements to enhance overall system reliability.
  • **Change Management**: Assess, authorize, implement, and review changes to application environments, including changes on infrastructure and architecture that impact application services.
  • **Documentation**: Maintain comprehensive documentation of support procedures, troubleshooting steps, and issue resolution for future reference.

**Requirements**

  • **Strong understanding of application support and maintenance processes**
  • **Well-versed in ITIL processes and best practices**
  • **Strong troubleshooting and problem-solving skills to diagnose and resolve application-related issues**
  • **Experience with performance monitoring tools and techniques to identify and resolve application performance issues**
  • **Experience with change management processes, application deployments, and updates**
  • **Continuous improvement mindset with a focus on automating manual tasks and improving support processes**
  • **Proven experience in an Operations Manager or similar role supporting a wide range of applications**
  • **Proven experience in managing and leading onsite and offshore teams**
  • **Experience in managing vendor relationships**
  • **Strong analytical and troubleshooting skills**

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