Application Operations Manager
About The Position
As an Application Operations Manager, you will be responsible for ensuring the reliable operation, support, and continual improvement of business applications while leading a team of application support engineers. You will serve as the primary operational point of coordination between application teams, infrastructure, cloud, security, and third-party service providers to ensure reliable, secure, and efficient application services. You will be responsible for triaging production incidents, operational issues, service requests, and enhancement requests, ensuring work is prioritized appropriately and resolved in accordance with Service Level Agreements (SLAs). In this role you will also provide leadership for IT Service Management (ITSM) processes, leads the bi-weekly Change Advisory Board (CAB), and applies Service Integration and Management (SIAM) principles to coordinate multiple internal and external service providers that collectively support business applications. In addition to operational responsibility, you will manage a team of application engineers by providing coaching, mentoring, performance management, career development, workload planning, and technical leadership while fostering a culture of accountability, collaboration, customer service, and continuous improvement.
Requirements
- Bachelor's degree required
- 15+ years experience supporting enterprise business applications in an IT operations or application support environment
- 5+ years experience leading technical application support teams
- Experience leading Change Advisory Board (CAB) meetings and managing ITIL-based service management processes
- Demonstrated experience applying SIAM principles to coordinate multiple service providers and technology teams
- Experience supporting mission-critical enterprise applications or large-scale business systems
- Experience supporting complex enterprise environments with cloud, SaaS, on-premises applications, integrations, and managed service providers
- Experience leading geographically distributed teams
- Strong understanding of ITIL Service Management principles
- Working knowledge of SIAM (Service Integration and Management) frameworks
- Enterprise application support experience (ERP, HCM, Finance, CRM, SaaS, and on-premises applications)
- Incident, Problem, Change, Request, Knowledge, and Service Level Management
- Experience with ServiceNow or other enterprise ITSM platforms
- Production operations, release management, and application lifecycle support
- Understanding of APIs, integrations, middleware, batch processing, and job scheduling
- Familiarity with cloud platforms, databases, identity management, and enterprise security
Responsibilities
- Triage and prioritize application incidents, service requests, operational issues, and production problems
- Ensure incidents and requests are assigned, tracked, escalated, and resolved within established Service Level Agreements (SLAs)
- Manage problem investigations and root cause analysis (RCA) activities to reduce recurring incidents
- Coordinate incident resolution across application, infrastructure, database, cloud, security, and vendor support teams
- Monitor ticket queues and workload distribution
- Apply ITIL best practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management processes
- Ensure adherence to operational support standards and governance
- Lead Root Cause Analysis (RCA) activities for significant production application issues
- Drive continual service improvement initiatives to improve operational maturity
- Lead bi-weekly Change Advisory Board (CAB) meetings
- Review application change requests for completeness, technical readiness, business impact, testing evidence, implementation plans, and rollback procedures
- Coordinate service delivery across multiple internal IT Teams and third-party managed service providers
- Act as the operational integration point between application, infrastructure, cloud, database, cybersecurity, network, and vendor support teams
- Drive operational excellence through metrics, lessons learned, and continual improvement initiatives.
- Managing team daily operational tasks, priorities and workload balancing
- Managing resource scheduling and coverage
- Fostering collaboration, accountability, and customer-focused service delivery
- Managing ticket queues and workload balancing
- Coaching and mentoring team members
- Developing employee career growth plans
- Performing annual and mid-year performance evaluations
- Approving timesheets, PTO, flexible schedules, and leave requests
- Managing on-call schedules and operational coverage
- Promote a culture of accountability, collaboration, innovation, and customer service
- Ensure effective communication across technical teams and business partners
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Full flex work weeks
- Variety of medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- 15 days of paid leave per calendar year to be used for vacations, personal business, and illness
- 10 paid holidays per year
- Paid leave and paid holidays are prorated based on the employee’s date of hire
- Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
