IT Manager - Application Management Support

About the Role

The IT Manager - IT Application Management Support oversees and manages the support and maintenance of SAP and other enterprise applications, ensuring their optimal performance and alignment with business requirements. The IT Manager - Application Management Support aims to lead a team in delivering high-quality application support, troubleshooting issues, and implementing enhancements, while collaborating with stakeholders to drive operational efficiency and support organizational goals.

Key Responsibilities

• Oversee the daily operations and support of SAP and other enterprise applications, ensuring system stability, performance, and reliability.
• Manage incident resolution, troubleshoot issues, and implement solutions to minimize downtime and disruptions.
• Implement and manage incident and problem management processes to quickly resolve issues and prevent recurrence.
• Conduct root cause analysis for major incidents and develop strategies to mitigate future risks.
• Coordinate and manage application upgrades, patches, and enhancements, ensuring minimal impact on business operations.
• Manage change control processes for application modifications, ensuring changes are tested, documented, and communicated effectively.
• Collaborate with application vendors and service providers to resolve complex issues and ensure effective service delivery.
• Identify opportunities for process improvements and implement best practices to enhance application support and management.

About You

• A bachelor’s degree in Computer Science, Information Technology, or a related field is required.
• 7-10 years of relevant experience, including previous roles in IT management, team leadership, and strategic planning.
• Proven track record in leading application support teams and overseeing complex enterprise application environments.
• Demonstrated capability in managing application upgrades, implementations, and optimization initiatives, including cross-functional coordination, timeline management, and budget oversight.
• Strong track record in managing external vendors and service providers, including relationship management, contract negotiation, and service-level performance.
• Hands-on experience with change management processes, including managing application modifications and ensuring smooth transitions with minimal impact on business operations.
• Strong understanding of application security, risk management, and regulatory compliance, with the ability to implement appropriate controls and policies.
• Proven ability to develop and deliver end-user training, create user enablement materials, and facilitate workshops to drive effective system adoption.
• Strong technical knowledge of SAP and other enterprise applications, including application implementation, configuration, maintenance, and upgrades.
• Working knowledge of cloud platforms and services, particularly in managing and supporting cloud-based enterprise applications.
• Required Certifications: Project Management Professional (PMP), ITIL Foundation, SAP Certified Application Associate