Enterprise Applications Support Manager

Support Manager - Enterprise Applications

Position Summary:

The Support Manager - Enterprise Applications is a highly qualified technology leader role responsible for overseeing the day-to-day operations stability and performance of TireHubs business-critical enterprise applications including ERP WMS Route management CRM systems. This role combines technical expertise with people leadership to ensure application reliability incident resolution automation initiatives and strategic alignment with organizational goals. As a key liaison between technical teams and business teams youll lead a team to deliver exceptional application support while driving continuous improvement.

This position reports to Senior Leader - IT Strategy Resource Planning and Enterprise Applications.

The individual must exhibit the following core attributes of TireHub commitments:

• Approachable - If a company could smile we would. Instead we rely on our people to show it. We care about eachotherand our customersbecause we know business only gets done right when people respect each other and value relationships.
• Adventurous - WhatTireHubis set up to do isintentionallyoutrageous. So we readily embracechallengeswith the courage to introduce new ideas and the ambition to build something unique.
• Relentless - We tackle our work with energy. We deliver on our commitments withenthusiasm. And we do not give up until we get to the end.
• Speedy - Speed is the currency in the tire industry. When we commit toa job we get the job done and we do it fast.

Role Specifics:

Team Leadership & Development

• Leads mentors and develops the application support team to ensure high performance professional growth and technical excellence.
• Manages successful onboarding transition and cultural integration of new team members.
• Provides courageous people leadership with ability to motivate influence and develop a diverse team of IT professionals.
• Elevates business exposure and business acumen of support engineers and team members.
• Fosters a collaborative high-performance team culture aligned with TireHub values.

Application Support & Operations

• Oversees 24/7 monitoring and support for business-critical enterprise applications.
• Leads incident response efforts to reduce resolution time and improving reliability.
• Partners with architects and technical leads in Level 2 and Level 3 issue analysis and resolution.
• Ensures stability performance and continuous improvement of enterprise applications and their integrations.
• Serves as subject matter expert on application performance availability and monitoring.
• Acts as key point of contact for end-users stakeholders and vendors communicating issues and solutions clearly.

Technical Quality & Security

Ensures technical resource quality across all Connectivity development teams.

Maintains security posture compliance of all Connectivity custom solutions (TireHub Connect and TireHub Now).

Collaborates with technical leads to manage platform technical debt and code quality.

Establishes and enforces standards of excellence for technical support operations.

Automation & Process Improvement

Drives automation initiatives to reduce manual intervention and increase efficiency.

Creates and maintains standard operating procedures (SOPs) for support teams.

Enhances knowledge base articles and documentation to enable team effectiveness.

Develops best practices and tools for creation and maintenance of support documentation.

Vendor & Budget Management

Supports vendor relationships for technical staff augmentation and development services.

Manages budgets associate with vendor resources and support operations.

Evaluates and optimizes vendor performance and efficiency.

Project & Strategic Initiatives

Participates in projects system integrations release management and capacity planning.

Plans and executes large complex initiatives with project/program management support.

Aligns support operations with TireHubs vision values mission and strategic goals.

Develops training materials and conduct training sessions for end-users and support team.

Project & Strategic Initiatives

Participates in projects system integrations release management and capacity planning.

Plans and executes large complex long-term initiatives with support of project/program managers.

Aligns support operations with TireHubs vision values mission and strategic goals.

Develops training materials and conduct training sessions for end-users and support team.

Compliance & Additional Responsibilities

• Ensures adherence to TireHub policies procedures and guidelines.
• Completes additional tasks assigned by their supervisor or another member of Senior Leadership as requested.

Competencies:

• Problem-Solving:Strong analytical and critical thinking skills to diagnose and resolve technical issues efficiently.
• Communication:Excellent communication skills to interact with team members stakeholders and external partners effectively.
• Decision making: Drawing correct and realistic conclusions and making timely decisions based on available information.
• Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.

Education/Experience

Bachelors / Masters degree in MIS Computer Science or related discipline is preferred.

Minimum 5 years in a technical support leadership role with people leadership responsibilities.

Proven experience in application development and/or support with expertise in troubleshooting.

Prior leadership experience demonstrates the ability to act as both player and coach.

Certifications in application support or development are a plus.

Experience with monitoring tools (i.e. Dynatrace App Dynamics Application Insights New Relic Open Telemetry).

Required Knowledge Skills and Abilities:

Applied experience with ERP lifecycle processes (AP/AR inventory management finance GL) and warehouse-related systems (WMS TMS yard management last-mile delivery).

Applied knowledge of Azure products (Application Insights App Services Logic Apps Azure SQL Service Bus).

Expert proficiency with SQL Server and Transact-SQL.

Hands-on experience with Jira or similar issue-tracking tools and GitHub or similar version-control systems.

Proficiency with Postman or Fiddler for API/web debugging.

Hands-on experience in Agile/Scrum environments.

Strong knowledge of best practices for support documentation and knowledge bases.

Ability to lead technical support teams and establish operational excellence.

Preferred Knowledge Skills and Abilities:

Working knowledge Visual Studio IDE.

Familiarity (especially Core).

Exposure to AWS components used within TireHub environment (Elastic Beanstalk S3 EC2).

Knowledge of Dynatrace.

Working Conditions:

• This is a fast-paced and dynamic operating environment.
• Most of the time is spent sitting constantly viewing monitors in a comfortable position with frequent opportunity to move around. There may be occasions to move or lift light articles.

• Must be able to work flexible hours to accommodate routinely critical system changes and emergency events.

• This role is based in our headquarters office in Dunwoody GA and requires a strong in-person presence.
• Ability to travel up to 10%.

Required Experience:

Manager