Manager, Application Analyst

Main Duties & Responsibilities

• Lead, mentor, and manage a global team of Application Analysts supporting enterprise and client-facing systems
• Ensure effective monitoring, support, and resolution of application incidents, problems, and service requests in line with defined SLAs
• Drive continuous improvement in application support processes, including implementing automation to reduce manual effort and improve response times
• Identify and implement opportunities to leverage AI-driven insights, intelligent alerting, and observability tooling to enhance proactive support capabilities
• Act as escalation point for major incidents, ensuring timely resolution, stakeholder engagement, and clear communication throughout
• Collaborate with Engineering, DevOps, Infrastructure, and Product teams to support deployments, releases, and ongoing system stability
• Establish and maintain SLAs, ensuring adherence to performance targets and service quality expectations
• Identify trends in system issues and lead root cause analysis, ensuring long-term remediation actions are implemented
• Maintain and continuously improve documentation, runbooks, and knowledge base content to enhance operational efficiency
• Support onboarding of new platforms, applications, and services into the Technology Operations support model
• Provide regular reporting and analysis on system performance, incident trends, and team productivity metrics
• Foster a culture of accountability, continuous learning, and proactive incident prevention within the team
• Drive standardization and alignment across global support teams, processes, and tooling
• Participate in major incident management processes and provide occasional after-hours escalation support as required

Essential Criteria

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
• 5+ years experience in Application Support / Production Support roles within enterprise environments
• 3+ years experience in a people management or team leadership role
• Strong experience supporting enterprise applications across multi-tier architectures
• Proven experience managing incidents, problem management, and service delivery processes
• Excellent troubleshooting and analytical skills across applications, databases, and integrations
• Demonstrated experience driving automation within support environments (e.g. scripting or workflow automation)
• Strong stakeholder management and communication skills, working across technical and non-technical teams
• Experience working in a fast-paced, global support environment
• Proficiency with monitoring, ticketing, and collaboration tools (e.g. ServiceNow/Jira, Salesforce, Datadog/NewRelic)

Desirable Criteria

• Experience in cloud-based environments (Azure preferred)
• Familiarity with containerized environments (Kubernetes/AKS)
• Experience with API-based architectures and integrations
• Experience with AI/ML-powered observability, automation tools, or intelligent alerting platforms
• Experience working within Agile delivery frameworks, preferably SAFe (Scaled Agile Framework)