Manager, IT Application Support

Swire Coca Cola • Draper, UT

18h

About The Position

The Manager of IT Application Support is responsible for leading a team that ensures the stability, performance, and continuous improvement of enterprise applications. This role oversees incident resolution, manages escalations, and drives operational excellence through proactive monitoring, process optimization, and collaboration with business and technology stakeholders.

Requirements

• Bachelor's Degree Computer Science, Information Technology, Engineering, or related discipline required
• 5+ years of experience in IT application support required
• 2+ years in a leadership role required
• Experience with enterprise applications, databases, and integration platforms required
• Strong understanding of ITIL processes; ITIL certification preferred
• Proficiency with ticketing systems (e.g. ServiceNow, JIRA)
• Knowledge of the systems development and application lifecycle management frameworks
• Familiarity with cloud-based applications and SaaS platforms.
• Experience in managing vendor relationships and third-party support contracts

Nice To Haves

• ITIL certification preferred

Responsibilities

• Manage and mentor the Application Support team, including hiring, training, and performance evaluations
• Foster a culture of accountability, collaboration, and continuous learning
• Oversee incident, problem, and change management processes for critical applications
• Ensure timely resolution of escalated issues and adherence to SLAs
• Conduct root cause analysis for major outages and implement corrective actions
• Maintain accurate system documentation in tools such as LeanIX and ServiceNOW
• Develop and manage knowledge base articles for self-service and team efficiency
• Ensure traceability for incidents and outages through service desk systems
• Partner with business units, vendors, and IT teams to align support activities with organizational goals
• Communicate effectively with stakeholders regarding application performance, incidents, and improvement plans
• Monitor support metrics and identify trends to improve service delivery
• Drive automation and process enhancements to reduce manual effort and improve response times

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees