Application Support Manager, Information Technology

NISA•Saint Louis, MO

38d

About The Position

The Application Support Manager leads the team responsible for ensuring the stability and performance of critical business applications and processes. This role is pivotal in managing production support, driving root cause analysis, and improving our support processes to enhance operational efficiency. You will work closely with cross-functional teams to deliver high-quality support and continuous improvement initiatives.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field
5+ years of IT experience, including at least 2 years in a leadership role
Experience managing IT support teams
Excellent problem solving and troubleshooting skills
Proficient knowledge of relational databases and SQL
Strong written and verbal communication skills with the ability to interact and correspond with internal clients and business teams
Motivated self-starter with the ability to learn new skills rapidly
Demonstrated ability to be flexible with changing priorities and requirements
Ability to manage multiple tasks and deadlines
Familiarity with runbook-oriented support and creating/maintaining knowledge documentation

Nice To Haves

Working knowledge of basic financial instruments and markets preferred.
Previous professional experience in the financial services sector is a plus

Responsibilities

Lead and mentor a team of Support Analysts, fostering a culture of collaboration and accountability
Oversee escalated production support issues, ensuring timely resolution and minimal business disruption
Organize incident response as needed and communicate status to multiple stakeholders
Drive root cause analysis and implement strategies to reduce recurring issues
Collaborate with business stakeholders to analyze use cases and design workflow and integration solutions
Ensure accurate and up-to-date internal documentation and runbooks for support processes
Provide performance metrics, trend analysis, and management reporting
Manage on-call rotation schedules and provide leadership during critical incidents
Act as an escalation point for complex or high-priority incidents, coordinating responses across teams
Maintain compliance with IT policies, security standards, and regulatory requirements