Manager, Application Support

About the role

As the Manager, Application Support, you will lead the team responsible for supporting Crown Castle’s business and enterprise applications, including ERP, real estate management platforms such as Sitetracker, ServiceNow, and other critical systems and integrations between systems. This role is accountable for improving application reliability, strengthening support operations, and partnering with business and IT stakeholders to ensure these platforms enable efficient, stable, and scalable business processes.

Responsibilities

• You will lead a team focused on delivering reliable application support services to Crown Castle’s business and IT users.
• You will manage the end-to-end Application Support function, including managed service providers that deliver specialized application support.
• You will establish operational metrics and reporting to measure performance, identify continuous improvement opportunities, and deliver actionable insights that improve business outcomes through automation, process discipline, and service reliability.
• Lead the day-to-day direction and execution of the team responsible for production support of Crown Castle’s enterprise and business applications, ensuring application reliability, timely incident response, effective issue resolution, and stable service delivery across the enterprise.
• Define and lead the application support service strategy, operating model, and reliability practices for critical business and enterprise applications.
• Ensure the quality and reliability of the infrastructure and application stack through defining rigorous testing practices, and use of observability tools.
• Drive implementation of AIOps solutions that enable the organization to quickly identify, address, and resolve production incidents.
• Use and enhance incident, problem, and change management processes for Crown Castle’s tier 1 and tier 2 applications, ensuring issues are prioritized, communicated, resolved, and prevented from recurring.
• Guide daily application support delivery activities, including intake prioritization, backlog management, service request trends, incident review, and coordination of planned work with business and IT stakeholders.
• Be an automation advocate – remove operational load with software.
• Build a framework for implementation of automation and orchestration for manual processes required to operate services.
• Partner with leaders to define, monitor, and improve SLAs, KPIs, SLOs, SLIs, and service quality metrics for production and non-production business applications, including on-premises, cloud, and Saa