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About the job
Application Support and 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 and Operations Manager to oversee the global support operations for a key global application with more than 80,000 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 company’s global teams.
Responsibilities
Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution.
Collaborate with a team of other 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 — adoption of AI Agents, process automation, proactive monitoring, documentation, and knowledge sharing.
Report KPIs, trends, and operational insights to leadership.
Qualifications
At least 6+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity.
Bachelor’s degree in Computer Science, Information Systems, or related discipline is preferred
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.
Experience with applying AI to application support/ticketing systems and processes is a big plus, as the customer is introducing several different AI Agents to assist with ticket triage and processing.
Key Responsibilities
- Responsibilities Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution. Collaborate with a team of other 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 — adoption of AI Agents, process automation, proactive monitoring, documentation, and knowledge sharing. Report KPIs, trends, and operational insights to leadership.