Application Support Operations Manager

Application Support Operations Manager
Location: Montvale NJ (Hybrid 3 days/week onsite)
Duration: Long-term contract
Environment: Azure / .NET / SQL Server / Global Application Support

Overview
We seek an experienced Application Support Operations Manager to oversee the global support operations for a key global application with more than 80000 users. This individual will serve as the right hand to the Application Support Director taking ownership of daily operations.

The role involves managing a team of approximately eight Application Support Analysts (onshore and offshore) responsible for maintaining uptime ticket response and issue resolution across six large Azure-based production environments used by the companys global teams.

Key Responsibilities

• Lead day-to-day operations of the Application Support and Operations tteam ensuring timely and accurate ticket triage troubleshooting and resolution.
• Supervise and mentor a team of 8 Support Analysts (both onshore and offshore).
• Act as the escalation point for complex incidents performing hands-on troubleshooting and root cause analysis as needed.
• Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance environment stability and release management.
• Review and analyze logs daily performance reports and service metrics to ensure consistent application uptime and SLA adherence.
• Maintain strong communication and coordination across business technical and vendor teams.
• Implement best practices for incident problem and change management (ITIL).
• Drive continuous improvement across the support function - process automation proactive monitoring documentation and knowledge sharing.
• Report KPIs trends and operational insights to leadership.

Qualifications

• 8 years of experience in Application Support Production Operations or Technical Service Management including 3 years in a leadership or management capacity.
• Strong understanding of Microsoft Azure architecture monitoring and operational tools.
• Technical proficiency in .NET / C# SQL Server and IIS/WCF/Windows-based application environments.
• Hands-on ability to review logs write SQL queries and interpret system performance data.
• Prior experience managing offshore support teams and coordinating global operations.
• Excellent written and verbal communication skills; ability to interface effectively with vendors engineers and business stakeholders.
• Knowledge of ServiceNow Application Insights and ITIL-based processes.
• Bachelors degree in Computer Science Information Systems or related discipline.

Preferred Experience

• Experience supporting large-scale enterprise application
• Familiarity with regulated or audit-focused environments where uptime and data integrity are mission-critical.