Application Support Manager

Job Title: Application Support Manager

Location: Cleveland, OH

Full-Time




Job Description

Lead end-to-end application support delivery, ensuring SLA compliance, service quality, and high customer satisfaction.

Own production support operations and maintain a stable, secure, and resilient application environment with minimal business disruption.

Drive continuous service improvement through Process Improvement (PI), automation, AI-driven solutions, and operational excellence initiatives

Identify proactive opportunities to reduce incidents, improve system reliability, optimize costs, and enhance user experience.

Establish and maintain strong customer relationships by understanding business priorities, providing regular service updates, and acting as a trusted advisor.

Manage critical incidents and escalations, ensuring timely resolution, effective communication, and stakeholder alignment during service disruptions.

Lead root cause analysis (RCA) activities and ensure corrective and preventive actions are implemented to avoid recurring issues.

Monitor application health, performance, capacity, and availability, proactively addressing risks before they impact business operations.

Develop and execute automation strategies to eliminate repetitive tasks, improve operational efficiency, and increase support productivity's.

Leverage AI and analytics to improve incident prediction, knowledge management, self-healing capabilities, and decision-making.

Define and track key service metrics, KPIs, SLAs, and operational dashboards to drive accountability and continuous improvement.

Manage support teams, vendor partners, and cross-functional resources to ensure effective service delivery and resource utilization.

Plan workforce allocation, skill development, succession planning, and capacity management to meet current and future business needs.

Ensure effective change, release, and problem management processes are followed to minimize production risks.

Drive knowledge management practices, documentation standards, and team readiness to improve support efficiency.

Collaborate with development, infrastructure, cloud, security, and business teams to deliver stable and scalable solutions.

Support application modernization, cloud transformation, and digital initiatives aligned with business objectives.

Ensure compliance with organizational policies, audit requirements, security standards, and regulatory controls.

Prepare and present operational reviews, service performance reports, risk assessments, and improvement roadmaps to senior leadership.

Foster a culture of innovation, accountability, customer focus, continuous learning, and operational excellence across the support organization.