Application Support Manager

IntelliDyne Jobs for Veterans•Washington, DC

12h•Hybrid

About The Position

Our team is looking for an experienced ASM to design and implement cloud solutions, provide cloud migration strategies, and modernize mission critical systems. As the ASM, you will recommend tools and capabilities based on your research of the current environment and knowledge of various on premise, cloud based, and hybrid resources.

Requirements

7+ years in application support, IT operations, or a related field, with 3+ years managing teams of 10+
10+ years’ experience in application system design and implementation.
5+ years’ experience in IT architecture and cloud migration methodology.
Experience with Zero Trust and authentication solutions
Bachelor’s or advanced degree in related discipline.
Active DoD Top Secret Clearance
One or more of the following certifications: CCNP, CCNA, CISSP, AWS Solutions Architect, IAT Level II or higher.
Proven experience supporting a diverse application portfolio in an enterprise environment
Hands-on involvement in cloud migration projects (AWS, Azure, or GCP)
Strong understanding of ITIL frameworks and service management best practices
Experience with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, Datadog, PagerDuty, Splunk)
Excellent communication skills—able to translate technical issues for non-technical stakeholders
Cloud certifications (AWS Solutions Architect, Azure Administrator, GCP Professional)
Experience with containerization (Docker, Kubernetes) and CI/CD pipelines
Background in DevOps or SRE practices
Familiarity with scripting or automation (Python, PowerShell, Terraform)

Responsibilities

Manage, mentor, and develop a team of 20 application support specialists across multiple skill levels and disciplines
Support the operational work in an ITSM, such as ServiceNow
Develop operational reports that provide metrics on time to resolve closure rate
Set performance goals, conduct reviews, and foster a culture of accountability and continuous improvement
Handle resource planning, shift scheduling, and capacity management to ensure 24/7 coverage where required
Recruit, onboard, and retain top talent
Define and track KPIs: ticket volume, MTTR, first-call resolution, customer satisfaction
Implement ITIL-aligned processes for incident, problem, and change management
Maintain documentation, knowledge bases, and disaster recovery procedures
Oversee support operations for 20 applications spanning multiple business functions
Establish and maintain SLAs for incident response, resolution times, and system availability
Own escalation processes and serve as the senior point of contact for critical incidents
Drive root cause analysis and implement preventive measures to reduce recurring issues
Partner with infrastructure, architecture, and development teams to plan and execute cloud migration initiatives
Ensure support readiness for migrated applications—updated runbooks, monitoring, and team training
Manage the transition of support processes from on-premise to cloud-native tooling
Identify opportunities to improve performance, scalability, and cost-efficiency post-migration
Design and develop solutions to business problems in alignment with the enterprise architecture direction and standards.
Performing technical planning, architecture development and modification of specifications related to on-premise migrating into a Cloud-based technology.
Developing specifications for new Cloud products/services, applications, and service offerings.
Develop and report storage metrics and performance standards that measure application speed, throughput requirements, while monitoring storage capacity, and estimating storage
Assessing the compatibility and integration of Cloud products/services to ensure an integrated architecture across interdependent technologies.
Interpreting internal or external business issues and recommending best practices.
Solving complex problems; taking a broad perspective to identify innovative solutions.
Impacting the achievement of customer, operational, project or service objectives; work is guided by department objectives.
Communicating complex concepts; anticipating potential objections and influencing others to adopt a different point of view.