Application Support Manager - Keystone
About The Position
The Application Support Manager for KeystoneMAX serves as the operational, technical, and strategic leader responsible for ensuring the successful day-to-day performance of KeystoneMAX – WBD’s internal production management and delivery platform supporting global content creation, localization, QC, and supply chain delivery. This role bridges product, engineering, Global Content Operations, vendors, and executive stakeholders, ensuring that technology solutions are stable, well-supported, and continuously optimized to meet the needs of a rapidly growing user base across HBO, Max, WBTV, Features, and other brands. The Application Support Manager oversees support strategy, project execution, user adoption, workflow optimization, and cross-team coordination. This role manages a small team of support technicians and acts as the point of escalation for complex issues, while also driving enhancements, documenting processes, and ensuring a smooth experience for productions, vendors, and internal teams.
Requirements
- 3-5 years of experience in a similar role within media or entertainment.
- Expertise in requirements gathering: user stories, use cases, and functional specifications.
- Strong background in workflow modeling and process re-engineering.
- Experience building business cases, ROI analyses, and prioritizing strategic scope.
- Familiarity with media workflows (ingest, QC, localization, delivery).
- Understanding of AWS or hybrid cloud environments.
- Knowledge of Agile and Waterfall methodologies.
- Experience with tools such as Telestream, Colorfront, Amberfin, RadiantGrid, Resolve, Adobe Premiere.
- Proficiency in Microsoft Office, including Excel, PowerPoint, Project, and Visio.
- Knowledge of the international television business.
- Passion for media technology and studio operations.
- Familiarity with content supply chain or editorial workflows.
- Excellent communication skills across executive, technical, and vendor audiences.
- Strong customer service orientation.
- Ability to manage multiple priorities and deadlines.
- Strong analytical and critical thinking abilities.
- Ability to work independently with minimal guidance.
- Ability to prepare presentation-quality documentation.
- Highly organized with strong attention to detail.
- Ability to maintain confidentiality.
- Comfortable working in iterative, fast-changing environments.
- Willingness to support users across global time zones when needed.
Responsibilities
- Lead the support function for KeystoneMAX and related workflow tools, overseeing Tier 1 staff.
- Act as a primary point of escalation for complex or high-visibility issues involving productions, executives, or vendors.
- Ensure consistent, high-quality support through process documentation, training, and continuous improvement.
- Oversee user access controls including MFA/Okta permissions, account configuration, and vendor onboarding.
- Develop and implement issue reporting and tracking system for all users
- Coordinate with product, business, and engineering partners to ensure features, fixes, and enhancements are delivered on time.
- Manage 3rd-party contractors, and internal analysts/testers as needed.
- Support rollout of new KeystoneMAX workflows, integrations, and technology implementations.
- Coordinate with team members to research and document business processes, use cases, current/future states, and detailed requirements.
- Document workflows using diagrams, flowcharts, wireframes, and mockups.
- Conduct support response analyses for new features across users, systems, and departments.
- Coordinate with product, development, and build teams to develop and execute User Acceptance Test (UAT) plans for new releases.
- Run user training sessions, onboarding workflows, and documentation updates.
- Track post-deployment adoption and system performance; recommend follow-up actions.
- Ensure successful system implementation and high user adoption globally.
- Coordinate technical specification signoffs, and roadmap planning materials.
- Participate in stakeholder meetings across brands and report status to Product Management.
- Develop performance and usage analyses of KeystoneMAX workflows.
- Track adoption, stability, and operational performance post-deployment.
- Identify recurring issues or bottlenecks requiring workflow or feature updates.
- Produce executive-level summaries, visualizations, and status reports.
Benefits
- health insurance coverage
- an employee wellness program
- life and disability insurance
- a retirement savings plan
- paid holidays and sick time and vacation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
