Manager, Application Support

Crown Castle • North Strabane Township, PA

8h • $129,000 - $177,500 • Hybrid

About The Position

As the Manager, Application Support, you will lead the team responsible for supporting Crown Castle’s business and enterprise applications, including ERP, real estate management platforms such as Sitetracker, ServiceNow, and other critical systems and integrations between systems. This role is accountable for improving application reliability, strengthening support operations, and partnering with business and IT stakeholders to ensure these platforms enable efficient, stable, and scalable business processes.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related field
• Experience supporting business and enterprise applications such as ERP platforms, real estate management systems, ITSM platforms, workflow applications, or other mission-critical SaaS and on-premises business systems
• 7+ years of experience in application support, IT operations, software engineering, or site reliability engineering, with a focus on supporting critical business applications and improving operational reliability
• 5+ years of experience leading technical or application support teams, with a proven track record of improving application reliability, service delivery, stakeholder engagement, and operational performance
• 3+ years of experience in a cloud environment, preferably AWS
• Experience with industry standard tools such as Splunk, DataDog, Grafana, Pager Duty, Dynamics etc.
• Extensive experience with scripting and programming languages such as Python, PowerShell, and JSON
• Hands-on experience improving support processes through automation, orchestration, integrations, monitoring, workflow design, or cloud-native services
• Experienced with containerization technologies and orchestration frameworks such as Kubernetes, EKS, and Faregate
• Experienced broad subject matter expertise across large scale distributed systems, container and container orchestration, monitoring and observability tooling, and the software development lifecycle
• Excellent technical problem-solving skills and the ability to quickly learn new technologies and tools
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities
• Demonstrated ability to understand complex, multi-project environments and diagnose risks and issues
• Project planning and organization skills, including the ability to identify and build project plans and goals that align with organizational objectives

Nice To Haves

• Master’s degree preferred
• Cloud, ITSM, application support, or service management certification preferred

Responsibilities

• Lead the day-to-day direction and execution of the team responsible for production support of Crown Castle’s enterprise and business applications, ensuring application reliability, timely incident response, effective issue resolution, and stable service delivery across the enterprise
• Define and lead the application support service strategy, operating model, and reliability practices for critical business and enterprise applications
• Ensure the quality and reliability of the infrastructure and application stack through defining rigorous testing practices, and use of observability tools
• Drive implementation of AIOps solutions that enable the organization to quickly identify, address, and resolve production incidents
• Use and enhance incident, problem, and change management processes for Crown Castle’s tier 1 and tier 2 applications, ensuring issues are prioritized, communicated, resolved, and prevented from recurring
• Guide daily application support delivery activities, including intake prioritization, backlog management, service request trends, incident review, and coordination of planned work with business and IT stakeholders
• Be an automation advocate – remove operational load with software
• Build a framework for implementation of automation and orchestration for manual processes required to operate services
• Partner with leaders to define, monitor, and improve SLAs, KPIs, SLOs, SLIs, and service quality metrics for production and non-production business applications, including on-premises, cloud, and SaaS platforms
• Create effective partnerships with managed service providers, software vendors, and third-party partners to improve application support, service quality, issue resolution, and IT service transformation
• Mentor and develop teammates to help them grow their technical and leadership skills
• Identify core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams

Benefits

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager