Applications Support Manager

Vontier•Stow, OH

1d•Onsite

About The Position

The Applications Support Manager for MDBS will lead the support, maintenance, and continuous improvement of MDBS — the sales and franchise operations application used by Matco franchisees. This role is responsible for ensuring high availability, excellent user experience, timely incident resolution, effective change management, and close collaboration with product, development, and franchise stakeholders to maximize system reliability and business value. This is an on-site role located in Stow, Ohio.

Requirements

8+ years of experience in applications support, application management, or technical operations, including at least 5 years in a people-leadership role.
Hands-on experience supporting business-critical sales or franchise management systems, ideally in retail, distribution, or franchise networks.
Solid understanding of application architectures, integrations (APIs, ETL), databases (SQL), and web/mobile application support.
Experience with incident management, change control, release management, and ITIL or similar operational frameworks.
Proven ability to lead cross-functional incident response and communicate effectively with technical and non-technical stakeholders, including franchise owners.
Strong analytical and problem-solving skills; ability to triage complex issues under pressure.
Experience with monitoring and observability tools (e.g., New Relic, Datadog, Splunk) and ticketing/ITSM tools (e.g., Jira Service Management, ServiceNow).
Excellent customer service orientation, with demonstrated ability to build trust with franchise partners and internal stakeholders.
Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.

Nice To Haves

Experience with POS, order management, or commission/compensation systems.
Familiarity with cloud hosting platforms (AWS, Azure) and CI/CD pipelines.
Knowledge of data privacy, PCI compliance, or franchise contractual requirements.
Certifications: ITIL Foundation, PMP or equivalent, SQL certifications, relevant vendor certifications.

Responsibilities

Lead and manage the day-to-day application support team that provides Tier 1–3 support for MDBS used by Matco franchise owners, technicians, and franchise operations staff.
Serve as primary escalation point for critical incidents affecting franchise sales, ordering, pricing, commissions, and reporting; coordinate incident response and communicate status to stakeholders.
Track, prioritize, and oversee resolution of support tickets and defects using the ticketing system; ensure SLA and KPI targets are met.
Own operational procedures for deployment, maintenance windows, backups, monitoring, and rollback for MDBS updates.
Collaborate with product managers, business analysts, and franchise operations to translate business requirements into supportable changes and to validate fixes.
Manage integrations between MDBS and third-party systems (POS, ERP, payment processors, inventory systems) and work with integration partners to resolve issues.
Establish and maintain runbooks, knowledge base articles, troubleshooting guides, and training materials geared to franchise users and support staff.
Implement and maintain monitoring, alerting, and observability around MDBS application health, performance, and usage trends.
Drive continuous improvement initiatives to reduce incident volume, mean time to resolution (MTTR), and recurring defects.
Plan and manage on-call rotations, after-hours support, and incident postmortems; drive remediation and prevention actions.
Manage vendor relationships for SaaS components, hosting, or third-party modules used by MDBS; evaluate vendor performance and escalations.
Hire, coach, and develop support team members; conduct performance reviews and set team goals.
Ensure compliance with relevant data security, privacy, and franchise contractual obligations.
Provide regular reporting and dashboards to senior leadership on system health, ticket trends, release readiness, and improvement initiatives.