Application Operations Manager

About the role

The Application Operations Manager will oversee the operation, support, and continuous improvement of business applications, leading a team of application support engineers.

Responsibilities

• Triage and prioritize application incidents, service requests, operational issues, and production problems
• Ensure incidents and requests are assigned, tracked, escalated, and resolved within established Service Level Agreements (SLAs)
• Manage problem investigations and root cause analysis (RCA) activities to reduce recurring incidents
• Cook up incident resolution across application, infrastructure, database, cloud, security, and vendor support teams
• Monitor ticket queues and workload distribution
• Apply ITIL best practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management processes
• Afford adherence to operational support standards and governance
• Drive continual service improvement initiatives to improve operational maturity
• Lead Root Cause Analysis (RCA) activities for significant production application issues
• Drive operational excellence through metrics, lessons learned, and continual improvement initiatives
• Manage team daily operational tasks, priorities and workload balancing
• Manage resource scheduling and coverage
• Foster collaboration, accountability, and customer-focused service delivery
• Coach and mentor team members
• Develop employee career growth plans
• Perform annual and mid-year performance evaluations
• Approve timesheets, PTO, flexible schedules, and leave requests
• Manage on-call schedules and operational coverage
• Promote a culture of accountability, collaboration, innovation, and customer service

Requirements

• Education: Bachelor's degree required
• Experience: 15+ years experience supporting enterprise business applications in an IT operations or application support environment
• Experience: 5+ years experience leading technical application support teams
• Role-based skills: Experience leading Change Advisory Board (CAB) meetings and managing ITIL-based service management processes
• Experience applying SIAM principles to coordinate multiple service providers and technology teams
• Experience supporting mission-critical enterprise applications or large-scale business systems
• Experience supporting complex enterprise environments with cloud, SaaS, on-premises applications, integrations, and managed service providers
• Experience leading geographically distributed teams
• Strong understanding of ITIL Service Management principles
• Working knowledge of SIAM (Service Integration and Management) frameworks
• Enterprise application support experience (ERP, HCM, Finance, CRM, SaaS, and on-premises applications)
• Experience with ServiceNow or other enterprise ITSM platforms
• Production operations, release management, and application lifecycle support
• Understanding of APIs, integrations, middleware, batch processing, and job scheduling
• Familiarity with cloud platforms, databases, identity management, and enterprise security

Qualifications

• Education: Bachelor's degree required
• Experience: 15+ years experience supporting enterprise business applications in an IT operations or application support environment
• Experience: 5+ years experience leading technical application support teams
• Role-based skills: Experience leading Change Advisory Board (CAB) meetings and managing ITIL-based service management processes
• Experience applying SIAM principles to coordinate multiple service providers and technology teams
• Experience supporting mission-critical enterprise applications or large-scale business systems
• Experience supporting complex enterprise environments with cloud, SaaS, on-premises applications, integrations, and managed service providers
• Experience leading geographically distributed teams
• Strong understanding of ITIL Service Management principles
• Working knowledge of SIAM (Service Integration and Management) frameworks
• Enterprise application support experience (ERP, HCM, Finance, CRM, SaaS, and on-premises applications)
• Experience with ServiceNow or other enterprise ITSM platforms
• Production operations, release management, and application lifecycle support
• Understanding of APIs, integrations, middleware, batch processing, and job scheduling
• Familiarity with cloud platforms, databases, identity management, and enterprise security

Skills

• Enterprise Business Systems
• IT Operations Support
• People Management

Benefits

GDIT offers comprehensive benefits and wellness packages, including a 401(k) plan with company match, competitive pay and paid time off, and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. We also offer paid family leave, short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

Pay

$112,840 - $128,800

Schedule

Full-time, 40 hours per week