Technical Application Support Manager

4 days ago


Rockville, Maryland, United States Sierra Solutions Group Full time
Job Summary

We are seeking an experienced Technical Application Support Manager to lead our application support teams across multiple time zones. This role involves managing application support for various business areas, including Ethics & Compliance, Legal, Technical Operations, Finance, and Manufacturing.

Key Responsibilities:
  • Collaborate with cross-functional teams to prioritize incidents, service requests, and release management.
  • Serve as a point of escalation for customer incidents, ensuring timely action and proper follow-up.
  • Conduct regular meetings with business units and the support team to review production releases and support status updates.
  • Analyze customer pain points, monitor trends and patterns, and advocate for improved customer experience and support processes.
  • Evaluate metrics and KPIs to identify trends, analyze data, and make recommendations for improvement.
  • Collaborate with internal and external IT teams to resolve escalated issues and ensure seamless service delivery.
Requirements:
  • 5+ years of corporate IT application support management experience.
  • Experience in providing production support for IT applications.
  • A technical background with a strong understanding of broader business needs and strategy.
  • Several years of experience troubleshooting different types of applications.
  • Experience in supporting and coordinating infrastructure technology installations, upgrades, and maintenance.
  • Familiarity with the SDLC process.
  • Strong leadership skills, ability to build and work with teams, collaborate across functions, and break down silos.
  • Strong organizational, problem-solving, and analytical skills.
About the Role

This is a full-time position based in [Location]. The salary range for this position is $120,000 - $150,000 per year, depending on experience.

Benefits

Sierra Solutions Group offers a comprehensive benefits package, including health insurance, retirement plan, paid time off, and professional development opportunities.



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