Manager, Application Support

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work. ABOUT THE ROLEAs the Manager, Application Support, you will lead the team responsible for supporting Crown Castle’s business and enterprise applications, including ERP, real estate management platforms such as Sitetracker, ServiceNow, and other critical systems and integrations between systems. This role is accountable for improving application reliability, strengthening support operations, and partnering with business and IT stakeholders to ensure these platforms enable efficient, stable, and scalable business processes.WHAT YOU WILL DOYou will lead a team focused on delivering reliable application support services to Crown Castle’s business and IT users. You will manage the end-to-end Application Support function, including managed service providers that deliver specialized application support. You will establish operational metrics and reporting to measure performance, identify continuous improvement opportunities, and deliver actionable insights that improve business outcomes through automation, process discipline, and service reliability.Lead the day-to-day direction and execution of the team responsible for production support of Crown Castle’s enterprise and business applications, ensuring application reliability, timely incident response, effective issue resolution, and stable service delivery across the enterprise Define and lead the application support service strategy, operating model, and reliability practices for critical business and enterprise applicationsEnsure the quality and reliability of the infrastructure and application stack through defining rigorous testing practices, and use of observability toolsDrive implementation of AIOps solutions that enable the organization to quickly identify, address, and resolve production incidentsUse and enhance incident, problem, and change management processes for Crown Castle’s tier 1 and tier 2 applications, ensuring issues are prioritized, communicated, resolved, and prevented from recurringGuide daily application support delivery activities, including intake prioritization, backlog management, service request trends, incident review, and coordination of planned work with business and IT stakeholdersBe an automation advocate – remove operational load with softwareBuild a framework for implementation of automation and orchestration for manual processes required to operate servicesPartner with leaders to define, monitor, and improve SLAs, KPIs, SLOs, SLIs, and service quality metrics for production and non-production business applications, including on-premises, cloud, and SaaS platformsCreate effective partnerships with managed service providers, software vendors, and third-party partners to improve application support, service quality, issue resolution, and IT service transformationMentor and develop teammates to help them grow their technical and leadership skillsIdentify core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teamsWHAT YOU WILL NEED TO SUCCEEDEducation/CertificationsBachelor’s degree or equivalent experience in Computer Science, Engineering, or related fieldMaster’s degree preferredCloud, ITSM, application support, or service management certification preferredExperience/Minimum RequirementsExperience supporting business and enterprise applications such as ERP platforms, real estate management systems, ITSM platforms, workflow applications, or other mission-critical SaaS and on-premises business systems7+ years of experience in application support, IT operations, software engineering, or site reliability engineering, with a focus on supporting critical business applications and improving operational reliability5+ years of experience leading technical or application support teams, with a proven track record of improving application reliability, service delivery, stakeholder engagement, and operational performance3+ years of experience in a cloud environment, preferably AWSExperience with industry standard tools such as Splunk, DataDog, Grafana, Pager Duty, Dynamics etc.Extensive experience with scripting and programming languages such as Python, PowerShell, and JSONHands-on experience improving support processes through automation, orchestration, integrations, monitoring, workflow design, or cloud-native servicesExperienced with containerization technologies and orchestration frameworks such as Kubernetes, EKS, and FaregateExperienced broad subject matter expertise across large scale distributed systems, container and container orchestration, monitoring and observability tooling, and the software development lifecycleExcellent technical problem-solving skills and the ability to quickly learn new technologies and toolsAbility to work in a fast-paced, dynamic environment and manage multiple prioritiesDemonstrated ability to understand complex, multi-project environments and diagnose risks and issuesProject planning and organization skills, including the ability to identify and build project plans and goals that align with organizational objectivesExpectationsEffectively influence and interact with leaders across the organization Encourages team to develop solutions that solve strategic problems related to the teams work and place in the value chainCoach others on how to present themselves and their ideas in a manner that builds credibility and respectSupervises, coordinates, provides leadership to and reviews the work of professional employees to accomplish operational plans and resultsMaintains an awareness of changing organizational conditions and their impact to the strategic objectives, using knowledge to adapt and evolve their approach.Builds belonging within the team by helping others and encouraging immediate teammates to work collaborativelyTake primary responsibility for relationships with product & business stakeholders within and across teams to better plan for and prioritize workOrganizational RelationshipReports to:Director Platform & Cloud EngineeringTitle(s) of direct reports (if applicable):4-5 software engineers and MSP vendor resourcesWhere You Will WorkTo optimize collaboration, relationship building, and key stakeholder engagement, this role aligns to a 4:1 hybrid model which is in our Canonsburg or Houston office Monday-Thursday with the option for remote work on Fridays.YOUR COMPANY BENEFITSAt Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.Tuition reimbursement up to $5,250 per year of eligible tuition and fees.Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).10 company holidays plus 2 floating holiday.All offices provide free beverages and snacks.CompensationThe salary range offered for this position is $129,000-$177,500 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.Additional InformationPursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.Job SummaryRequisition Number: MANAG012509Job Category: Information TechnologySchedule: Full-Time