Application Support Manager

Job Title: Application Support Manager

Location: Cleveland, OH (Onsite)

Fulltime

Roles & Responsibilities:

• 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.