Senior Technical Application Support Manager

Berry, Appleman & Leiden-posted 25 days ago
Full-time • Mid Level
Richardson, TX
Professional, Scientific, and Technical Services
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BAL is a leading provider of innovative immigration solutions. Our proprietary platform, Cobalt, streamlines the immigration process for HR teams and foreign nationals, delivering speed, transparency, and exceptional user experience. We are looking for a proactive, technically proficient, and service-driven Sr. Technical Application Support Manager to lead the operational support of enterprise applications and databases, oversee change management processes, and ensure the overall quality and stability of production environments. This role is responsible for managing Tier 1 and Tier 2 support operations, overseeing DBAs and Production Quality and ensuring consistent delivery of incident and change management practices. The ideal candidate is a strategic leader and hands-on problem solver who thrives in fast-paced environments and is passionate about driving technical excellence and continuous improvement.

  • Lead and mentor Application Support Engineers, DBAs, and Change management team members, fostering a collaborative and high-performance culture.
  • Oversee day-to-day support operations, ensuring timely and effective resolution of Tier 1 and Tier 2 incidents, service requests, and project-related tasks.
  • Set performance expectations, manage coverage across business hours and on-call rotations, and drive accountability through metrics such as Time to Resolution (TTR) and backlog aging.
  • Own the incident management lifecycle, ensuring accurate logging, prioritization, escalation, and resolution of application and database issues.
  • Act as a technical escalation point for complex issues, driving root cause analysis and long-term remediation strategies.
  • Monitor application health and database performance (AWS RDS, Postgres), proactively identifying and resolving performance bottlenecks and outages.
  • Manage the change control process, including review, approval, risk assessment, and stakeholder coordination to ensure successful deployments.
  • Collaborate with cross-functional teams (Engineering, Product, Operations) to support pre-launch testing and post-deployment validation.
  • Lead and contribute to technical initiatives such as automation, monitoring enhancements, and process optimization.
  • Drive process improvements and feedback loops to enhance system reliability and user experience.
  • Maintain and improve documentation for support procedures, incident handling, and change workflows.
  • Ensure alignment with internal policies, audit requirements, and contribute to knowledge base development and training materials.
  • Extensive experience managing enterprise-level application and database support teams, including Tier 1 and Tier 2 analysts as well as DBAs. Familiarity with Change Management best practices is highly desirable.
  • Demonstrated technical proficiency in application architecture, cloud-based databases such as AWS RDS and Postgres, and performance monitoring tools.
  • Strong technical expertise to effectively troubleshoot and resolve complex system and application issues.
  • Hands-on experience with .NET web applications and managing high-priority incident response.
  • Familiarity with tools such as ServiceNow, JIRA, Confluence, AppDynamics, Datadog, New Relic, and AWS services.
  • Excellent communication, stakeholder management, and team leadership skills.
  • Experience managing change control processes and coordinating deployments in dynamic environments.
  • Ability to mentor and develop technical talent, fostering a culture of accountability, innovation, and continuous learning.
  • Bachelor's Degree in Computer Science, Information Systems, or related field.
  • 5+ years of experience in technical support and service management, including 2-3 years in a supervisory or managerial role.
  • 5+ years of experience in .NET web application development or support.
  • AWS certifications preferred.
  • competitive pay
  • a discretionary annual bonus
  • a supportive, team oriented culture
  • medical
  • dental
  • vision
  • disability
  • life insurance
  • sick time
  • unlimited vacation
  • 401(k) with company match
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