Manager, Enterprise Platforms Operations

University of Maryland Global Campus • Adelphi, MD

1d • $125,000 - $145,000

About The Position

The Manager, Enterprise Platforms Operations leads a team of Application Administrators and Application Engineers who support enterprise operations and management applications used for critical university administrative, financial, operational, and business functions. The role oversees daily application operations, service delivery, availability, performance, and support, with a focus on reliable, secure, and highly available business systems. The manager partners with Infrastructure, Database, Cloud, Cybersecurity, Identity Management, and business stakeholders to maintain operational stability, resolve incidents, manage application lifecycles, and continuously improve the enterprise application portfolio.

The position develops operational strategies, support models, governance frameworks, standards, and service delivery processes aligned with institutional objectives. It oversees application onboarding, implementation support, upgrades, migrations, patching, release readiness, configuration management, and transition-to-operations activities. The manager leads day-to-day application support across production and non-production environments, including Tier 2 and Tier 3 support, incident response, escalations, root cause analysis, disaster recovery, business continuity, and service restoration.

The role ensures applications meet cybersecurity, privacy, accessibility, records management, audit, regulatory, and change management requirements. It also leads and develops application support staff, oversees vendors and partners, manages operational performance, and advances automation, service quality, operational efficiency, and customer satisfaction.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Management Information Systems, Business Technology, or a related field, or an equivalent combination of education and experience.
• At least 3 years of experience in application support, application administration, systems administration, enterprise applications, or IT operations.
• At least 1 year of management experience leading technical teams, application support organizations, or operational support functions.
• Experience supporting enterprise or mission-critical business applications in complex operational environments.
• Experience managing application availability, service delivery, incident management, and operational support activities.
• Experience coordinating support efforts across infrastructure, database, cybersecurity, and business teams.

Nice To Haves

• Master's degree in Information Technology, Information Systems, Computer Science, Business Administration, Management Information Systems, or a related discipline.
• Progressive experience supporting large-scale enterprise applications in higher education, healthcare, government, or other complex organizations.
• Prior experience as an Application Operations Manager, Applications Support Manager, Systems Support Manager, Enterprise Applications Manager, or in a comparable application operations leadership role.
• Experience leading operational transformation, service improvement, or application modernization initiatives.
• Experience managing SaaS, cloud-hosted, vendor-supported, and integrated enterprise application ecosystems.
• Experience supporting highly available, compliance-sensitive, and business-critical operational systems.
• ServiceNow Certified System Administrator certification.
• Cloud platform certification in Azure, AWS, or Google Cloud.
• Project Management Professional (PMP) certification.
• Certified Information Systems Security Professional (CISSP) certification.
• ITIL Foundation certification.

Responsibilities

• Develop and maintain operational strategies, support models, governance frameworks, operational standards, and service delivery processes for enterprise operations and management applications.
• Oversee application onboarding, implementation support, upgrades, migrations, patching, release readiness, configuration management, and transition-to-operations activities.
• Lead day-to-day operations for enterprise management and administrative applications across production and non-production environments.
• Manage Tier 2 and Tier 3 support, incident response, escalation management, root cause analysis, disaster recovery activities, business continuity planning, and service restoration.
• Ensure supported applications comply with cybersecurity, privacy, accessibility, records management, audit, regulatory, and change management requirements.
• Lead and develop application support personnel.
• Oversee vendor and partner relationships and manage operational performance.
• Drive continuous improvement initiatives focused on automation, service quality, operational efficiency, and customer satisfaction.
• Perform other duties as assigned.

Benefits

• 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years); part-time rates are prorated.
• Health care coverage, including medical with vision, dental, and prescription plans for individuals and families, effective from the first of the month following hire.
• Term life insurance, accidental death and dismemberment insurance, and long-term disability insurance, subject to stated part-time eligibility limits.
• Flexible Spending Accounts for medical and dependent care expenses.
• Choice of the Optional Retirement Program (ORP) or Maryland State Retirement and Pension System (MSRPS).
• Supplemental retirement plans including 401(k), 403(b), 457(b), and Roth options; the university does not provide matching funds.
• Tuition remission for regular exempt staff; spouses and dependent children become eligible for undergraduate tuition remission after two years of service. Part-time benefits are prorated where stated.

What This Job Offers

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