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Tier-1 employer, metro location, generalist application support manager role attracts many qualified applicants.
Application support, ITIL, and vendor management skills transfer across industries moderately well.
Requires ITIL, ServiceNow, supplier-management and managerial experience, creating moderate shortlisting strictness.
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Lead and oversee production application support teams across L1, L2, and L3 to ensure timely incident resolution and system reliability.
Manage third-party suppliers including contract administration, performance monitoring against SLAs, and invoice audits.
Track and report SLA compliance, drive operational improvements, and serve as escalation point for high-impact incidents and stakeholder communication.
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
Experience managing application support teams across L1, L2, and L3 in a production environment.
Strong understanding of ITIL processes including Incident, Problem, and Change Management.
Familiarity with ServiceNow including contract/change request modules; experience with supplier and contract management.
Experienced leader in production application support with ability to manage escalations and drive operational excellence.
Skilled in vendor management and contract administration ensuring supplier accountability and SLA adherence.
Effective communicator capable of engaging technical teams, business stakeholders, and senior leadership.