Application Support Manager
Posted 15 Oct 2026
Advertised as “Manager, Application Support”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 10+ yrs
- Management level
- People management
- Employment
- Hybrid
Compensation
No salary listed for this role.
Role speciality
Application SupportIncident and Problem ManagementSite Reliability Engineering
Useful technologies
JiraRemedyServiceNow
Required qualifications
Field of studyComputer Science, Information Technology (or related)
Study levelBachelor's
Preferred qualifications
CertificationsITIL
Study levelMaster's
Team Management:
- Lead, mentor, and develop a team of application support specialists.
- Assign tasks and responsibilities, ensuring efficient workload distribution.
- Conduct regular performance evaluations and provide feedback to team members.
- Encourage adoption of modern operational practices, including SRE-aligned approaches such as automation, proactive monitoring, and continuous improvement.
Support Operations:
- Oversee the day-to-day operations of the application support team.
- Ensure timely and effective resolution of incidents and service requests.
- Develop and implement support processes and best practices to improve service delivery.
- Apply foundational SRE concepts such as reducing manual effort (toil) and improving service reliability through better monitoring and operational discipline.
- Ensure adherence to ITIL practices to maintain consistent and structured service operations**.**
Incident and Problem Management:
- Monitor and manage the incident lifecycle, ensuring adherence to SLAs.
- Analyze incident trends and identify root causes of recurring issues.
- Collaborate with development and infrastructure teams to implement permanent solutions.
- Conduct structured Root Cause Analysis and ensure follow‑through on preventive and corrective actions.
- Utilize basic SRE metrics (like error patterns or service health indicators) where relevant to improve reliability.
Stakeholder Collaboration:
- Work closely with business units to understand their application needs and priorities.
- Liaise with vendors and third‑party service providers to ensure optimal application performance.
- Communicate effectively with stakeholders regarding application issues and updates.
- Collaborate with engineering, DevOps, or SRE teams during releases, upgrades, and planned enhancements to ensure smooth and reliable deployments.
Continuous Improvement:
- Identify opportunities for process improvements and automation within the support function.
- Lead initiatives to enhance application performance, reliability, and user experience.
- Stay updated on industry trends and emerging technologies to drive innovation.
- Apply relevant SRE concepts — such as proactive monitoring, stability improvements, and automation — to strengthen overall service quality**.**