Enterprise Application Support Manager
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Job Location:
Chicago, IL - USA
Yearly Salary:
$ 112350 - 165050
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Enterprise Application Support Manager is responsible for ensuring the stability performance and continuous improvement of enterprise applications and related support services. This role requires a blend of technical expertise operational leadership and a passion for service excellence. The manager will lead efforts to optimize incident response drive automation and foster a culture of proactive support and knowledge sharing across teams. Building strong relationships with end-users stakeholders and technical teams is essential to deliver reliable customer-focused solutions.
Responsibilities:
Oversee 24x7 monitoring and support of enterprise applications infrastructure and integrations utilizing tools such as ServiceNow Splunk Datadog Nagios.
Lead the team in responding to escalating and resolving incidents with a focus on reducing mean time to resolution (MTTR) and improving service reliability.
Drive automation initiatives including self-healing alerts and process improvements to minimize manual intervention and eliminate alert noise.
Develop maintain and continuously improve standard operating procedures (SOPs) and knowledge base articles to ensure consistent high-quality support.
Coordinate major incident management including opening bridge calls creating outage tickets and ensuring timely effective communication with stakeholders.
Collaborate with Site Reliability Engineering (SRE) Product and Engineering teams to address monitoring integration and support challenges.
Analyze support trends identify opportunities for proactive monitoring and implement solutions to prevent recurring issues.
Provide regular reporting on service performance incident trends and automation outcomes to management.
Mentor and develop support staff fostering a culture of accountability continuous learning and operational excellence.
Participate in resource planning hiring and onboarding for the support team.
Ensure compliance with security audit and operational standards.
Required Skills
Proven experience leading enterprise support or NOC teams in a large-scale diverse environment.
Strong technical knowledge of monitoring alerting and automation tools (e.g. ServiceNow Splunk Datadog Nagios).
Demonstrated ability to drive process improvement and automation initiatives.
Expertise in incident management escalation procedures and major incident response
Excellent communication leadership and interpersonal skills.
Ability to manage competing priorities and deliver results under pressure.
Experience developing and maintaining SOPs and knowledge base documentation.
Bachelors degree in a relevant field or 5 years of related experience.
Preferred Skills
Mastery of ITIL principles and best practices.
Experience with cross-functional collaboration (SRE Product Engineering).
Track record of successful automation and self-healing initiatives in support environments.
Exceptional customer-facing and stakeholder management skills.
This position operates in an office or hybrid environment using computers phones and standard office equipment. The role may require participation in an on-call rotation and handling of urgent incidents outside regular business hours. The employee should be prepared for frequent interruptions and must be able to communicate effectively in a dynamic team-oriented setting.
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider we simplifytransportation management for our clients and carriers handling crucial tasks so they can focus on what they do best. From coast to coast dock to dock and across all major transportation modes Echo connects businesses that need to ship their products with carriers who transport goods quickly securely and cost-effectively.
All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin status as a qualified individual with a disability or Vietnam era or other protected veteran.
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Benefits
For more information about our benefit offerings please visit our careers page at per yearThis role is eligible for a bonus that is based on a combination of personal and business performance.
Required Experience:
Manager
Key Skills
- Computer Hardware
- Inventory Control
- Developmental Disabilities Experience
- Management Experience
- Mobile Devices
- Remote Access Software
- Team Management
- Operating Systems
- Supervising Experience
- Technical Support
- Phone Etiquette
- Application Support
About Company
Learn how Echo Global Logistics simplifies transportation management for shippers and carriers with tech-enabled, expert-backed freight shipping solutions.
