APM, Sr Manager

Responsibilities

• Act as the primary operational partner for client stakeholders and help keep communication clear and consistent.
• Cook up application support delivery across teams in Boston, Mexico, and India.
• Lead service reviews, governance meetings, escalation management, and major incident coordination.
• Track service levels, KPIs, ticket patterns, risks, dependencies, and corrective actions.
• Support transition planning, knowledge transfer, and operational readiness activities.
• Align priorities across Level 1 and Level 2 support teams to keep work moving smoothly.
• Improve support processes, documentation, team handoffs, and prevention of repeat issues.
• Drive process improvement through automation, shift-left approaches, and AI-enabled support where appropriate.
• Share service updates, risks, and recommendations with delivery and client leadership.

Requirements

• 10+ years of experience in application support, production operations, technology delivery, or managed services.
• Proven experience leading client-facing, globally distributed support teams.
• Strong understanding of incident, problem, change, knowledge, and service-level management.
• Experience supporting major incidents, governance meetings, performance reporting, and continuous improvement efforts.
• Solid stakeholder management skills and the ability to communicate confidently with leadership.
• Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability tools.
• Strong operational judgment and the ability to balance priorities across multiple teams and time zones.

Skills

• 10+ years of experience in application support, production operations, technology delivery, or managed services.
• Proven experience leading client-facing, globally distributed support teams.
• Strong understanding of incident, problem, change, knowledge, and service-level management.
• Experience supporting major incidents, governance meetings, performance reporting, and continuous improvement efforts.
• Solid stakeholder management skills and the ability to communicate confidently with leadership.
• Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability tools.
• Strong operational judgment and the ability to balance priorities across multiple teams and time zones.

Preferred Skills

• Background in asset management or financial services.
• Experience with support consolidation or managed-service transitions.
• Familiarity with ServiceNow, ITIL, SRE practices, and 24x7 operations.
• Experience with AI-assisted support, automated runbooks, or self-healing capabilities.
• A proactive, collaborative mindset with a focus on service quality and team success.