Application Support Manager

Manager, Application Support

As an Application Support Manager, you play a key role in the stability, availability, and continuous improvement of the company’s critical applications. You lead a skilled support team, act as the primary escalation point, and serve as the link between business needs, IT operations, and external vendors.

This role is ideal for an experienced IT professional looking to combine technical leadership, operational excellence, and team management.

Our benefits:

• Competitive salary and annual bonus

• Comprehensive group insurance plan (dental, medical, life, disability, etc.)

• Hybrid position with flexible hours following the training period

• Access to telemedicine and Employee Assistance Program (EAP)

• Retirement plan with employer contribution

• Reimbursement for gym memberships and physical activities

• Professional development and career advancement opportunities within the company

• On-site gym

Responsibilities

Leadership and Team Management (≈40%)

• Participate in capacity planning, workload prioritisation, and optimisation of internal and external support resources

• Lead, coach, and develop the application support team to ensure high performance and strong engagement

• Ensure consistent application of support, release, and escalation processes within the team

• Foster team autonomy through clear roles, proper documentation, and structured knowledge transfer

• Align support, stability, and improvement priorities with business objectives and IT/product roadmaps

Application Support Operations (≈30%)

• Own the availability, stability, and overall quality of application support services

• Oversee daily support operations and act as the escalation point for critical and high-priority incidents

• Manage releases (RIM) from a support readiness perspective

• Escalate major incidents to vendors and ensure resolution within agreed Service Level Agreements (SLAs)

• Provide structured feedback to vendors regarding incidents, root causes, and service quality

Improvement, Governance and Continuous Improvement (≈30%)

• Act as a key interface between business stakeholders, IT teams, and vendors for application support, improvements, and operational priorities

• Maintain and oversee change request (CR) logs

• Track, analyse, and report on support and CR performance metrics to support data-driven decision-making

• Translate operational issues and release feedback into continuous improvement initiatives

• Support planning and readiness activities for releases with partner teams

• Own application documentation and knowledge management frameworks

• Identify operational risks, ensure compliance with IT and audit standards, and support business continuity and disaster recovery planning (BCP/DRP)