Senior Technical Application Support Manager

BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There's no denying our work is demanding, both in volume and pace, but we're up for the challenge. We love the balance of hard work and fun so, you'll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

You are looking for work that has a purpose. You aren't afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren't afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

In addition to competitive pay, a discretionary annual bonus, and a supportive, team-oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

BAL is a leading provider of innovative immigration solutions. Our proprietary platform, Cobalt, streamlines the immigration process for HR teams and foreign nationals, delivering speed, transparency, and exceptional user experience.

We are looking for a proactive, technically proficient, and service-driven Sr. Technical Application Support Manager to lead the operational support of enterprise applications and databases, oversee change management processes, and ensure the overall quality and stability of production environments. This role is responsible for managing Tier 1 and Tier 2 support operations, overseeing DBAs and Production Quality and ensuring consistent delivery of incident and change management practices. The ideal candidate is a strategic leader and hands-on problem solver who thrives in fast-paced environments and is passionate about driving technical excellence and continuous improvement.

Key Responsibilities:

• Lead and mentor Application Support Engineers, DBAs, and Change management team members, fostering a collaborative and high-performance culture.
• Oversee day-to-day support operations, ensuring timely and effective resolution of Tier 1 and Tier 2 incidents, service requests, and project-related tasks.
• Set performance expectations, manage coverage across business hours and on-call rotations, and drive accountability through metrics such as Time to Resolution (TTR) and backlog aging.
• Own the incident management lifecycle, ensuring accurate logging, prioritization, escalation, and resolution of application and database issues.
• Act as a technical escalation point for complex issues, driving root cause analysis and long-term remediation strategies.
• Monitor application health and database performance (AWS RDS, Postgres), proactively identifying and resolving performance bottlenecks and outages.
• Manage the change control process, including review, approval, risk assessment, and stakeholder coordination to ensure successful deployments.
• Collaborate with cross-functional teams (Engineering, Product, Operations) to support pre-launch testing and post-deployment validation.
• Lead and contribute to technical initiatives such as automation, monitoring enhancements, and process optimization.
• Drive process improvements and feedback loops to enhance system reliability and user experience.
• Maintain and improve documentation for support procedures, incident handling, and change workflows.
• Ensure alignment with internal policies, audit requirements, and contribute to knowledge base development and training materials.

Qualifications:

• Extensive experience managing enterprise-level application and database support teams, including Tier 1 and Tier 2 analysts as well as DBAs. Familiarity with Change Management best practices is highly desirable.
• Demonstrated technical proficiency in application architecture, cloud-based databases such as AWS RDS and Postgres, and performance monitoring tools.
• Strong technical expertise to effectively troubleshoot and resolve complex system and application issues.
• Hands-on experience with .NET web applications and managing high-priority incident response.
• Familiarity with tools such as ServiceNow, JIRA, Confluence, AppDynamics, Datadog, New Relic, and AWS services.
• Excellent communication, stakeholder management, and team leadership skills.
• Experience managing change control processes and coordinating deployments in dynamic environments.
• Ability to mentor and develop technical talent, fostering a culture of accountability, innovation, and continuous learning.

Education and Experience:

• Bachelor's Degree in Computer Science, Information Systems, or related field.
• AWS certifications preferred.
• 5+ years of experience in technical support and service management, including 2-3 years in a supervisory or managerial role.
• 5+ years of experience in .NET web application development or support.

Working Conditions:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritize, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@.