IT Support Manager

What You'll Do

• Serve as the primary point of contact for all major incidents related to the team’s technologies and platforms.
• Lead and coordinate incident response activities, ensuring rapid resolution and effective communication during critical events.
• Manage offshore support team, service availability, and operational processes for the team while monitoring workloads to maintain appropriate resource levels.
• Ensure effective implementation and governance of the Incident and Problem Management process, including reporting and post-incident reviews.
• Identify, initiate, schedule, and conduct incident reviews and root cause analysis to drive long-term resolution and prevent recurrence.
• Maintain strong business-level understanding of critical applications supporting key operational areas.
• Utilize Dynatrace and Azure Application Insights to monitor application performance, detect anomalies, and proactively identify system degradation.
• Leverage Kusto Query Language (KQL) to analyze telemetry, logs, and metrics to diagnose production issues.
• Troubleshoot complex integrations across distributed systems, including APIs, event-driven architectures, cloud services, and third-party platforms.
• Proactively identify potential issues requiring remediation and develop action plans in collaboration with business and IT teams.
• Produce daily, weekly, and monthly operational reports to demonstrate SLA compliance and system performance.
• Establish strong relationships across RaceTrac to effectively coordinate resolution during critical incidents.
• Maintain awareness of all operational and event-related activities and provide regular updates to senior management.
• Drive continuous process improvement by reviewing incident management processes, operational workflows, tools, and technologies.

What We're Looking For

• Bachelor’s degree from an accredited college or university in Information Technology or related field, or equivalent work experience.
• 5+ years of experience in production support, incident management, or site reliability engineering environments.
• Strong experience with observability and monitoring platforms, particularly: Dynatrace and Azure Application Insights.
• Experience managing support teams (FTE or third-party resources).
• Advanced experience with Kusto Query Language (KQL) for log analysis and telemetry diagnostics.
• Demonstrated ability to troubleshoot complex integrations in distributed cloud-based platforms.
• Knowledge of IT infrastructure, networking, and cloud environments, with strong preference for Microsoft Azure.
• Experience with IT Service Management (ITSM) processes and tools; ServiceNow experience is a plus.
• Strong analytical, problem-solving, and communication skills, especially during high-severity incidents.