Application Support Manager (ASM)

Empower AI Inc.•Washington, DC

1d•Onsite

About The Position

Empower AI is seeking an Application Support Manager (ASM) to oversee a team of approximately 10 technicians responsible for providing Tier II support to mission-critical IT systems for the Department of State, Consular Affairs (CA). This role involves supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers. The ASM will manage the day-to-day application operations, training, staffing, and operational efficiency of the application support team. The position requires collaboration with Engineers and Product Managers, experience with the Service Development Lifecycle (SDLC), and a strong understanding of cloud-first/services-first secure solutions leveraging DevOps principles. The ASM will also drive security architecture and implementation for APIs and Microservices, work with third parties on cloud security and compliance, review security findings, and create automated deployment pipelines. Effective communication across divisions and technical ownership of tasks are essential.

Requirements

BA/BS in information technology or related discipline or equivalent experience.
Possesses an ITIL Foundations Level Certification (or higher).
Demonstrated experience with the lifecycle of the Service Development Lifecycle (SDLC) process for applications similar in size, scope, and complexity to the requirements of this task.
A minimum of Four (4-9) years of experience supporting modernized or legacy applications and managing and leading an applications support staff with skills applicable to a project environment, similar in size, scope, and complexity as this task.
Possesses a Top Secret clearance.

Nice To Haves

Possesses a SAFe Agile certification.
Possesses a CompTIA Security+ certification.

Responsibilities

Responsible for the day-to-day application operations in the CA Service Center.
Responsible for the training, staffing, and operational efficiency of the application support team.
Collaborate with Engineers and Product Managers to implement functionality.
Ability to meet deadlines and satisfy requirements from other Engineers and Product Management.
Design, deploy and maintain cloud-first/services-first secure solutions in support of our next-generation services, leveraging DevOps principles.
Drive the security architecture and implementation for APIs and Microservices deployed on Kubernetes Services.
Work with third parties and tools on Cloud security and compliance including regular security scanning, penetration testing.
Responsible for reviewing security findings and working with different teams on mitigating findings in timely manner depending on severity of the finding.
Creating and maintaining multiple automated pipelines that build, test, security scan, and deploy various code bases.
Communicate effectively and efficiently across all divisions including with the business, technical teams, and leaders.
Take technical ownership of tasks and successfully work independently.
Performs related duties as assigned.