Information Technology Support Manager

Job Description – Project Manager (IT Application Operations) / IT Support Manager

Role Overview

We are seeking a highly skilled Manager with experience in IT Application Operations and Support Modernization to lead a strategic engagement for one of our premium customers. The role involves planning, coordinating, and executing modernization initiatives across application support (L1/L2), infrastructure, and integration layers. The PM will serve as the bridge between customer stakeholders, support teams, and vendors to ensure smooth operations and continuous improvement.

Key Responsibilities

- Program Management & Governance
- Lead the end-to-end execution of the IT Application Operations modernization initiative.
- Establish governance frameworks, define KPIs/SLAs, and track performance of support teams.
- Drive adoption of standard operating procedures (SOPs), playbooks, and escalation models.
- Operations Management
- Oversee daily support operations for critical applications (using Advanced design tools, digital web and desktop application hosted on-prem/on-cloud).
- Ensure robust incident, problem, and change management processes are followed.
- Monitor recurring issues, perform root cause analysis, and ensure preventive actions.
- Stakeholder & Customer Engagement
- Act as the primary point of contact for customer stakeholders (engineering, IT, business teams).
- Manage communication between internal L1/L2 support teams, infra teams, and tool vendors (Support central, Rally etc., MS Teams).
- Modernization & Continuous Improvement
- Identify and implement automation opportunities (monitoring, ticket triage, knowledge base).
- Streamline support through knowledge management, self-service portals, and AI-assisted tools.
- Introduce dashboards/metrics for proactive monitoring and executive reporting.
- Benchmark current support model and implement best practices for IT Ops maturity.
- Team Leadership
- Coordinate cross-functional support teams (L1, L2, Infra, Security, Vendor).
- Mentor support leads and ensure teams are aligned to modernization goals.
- Drive resource planning, training needs assessment, and capability uplift.

Required Skills & Experience

- 10+ years of IT experience with at least 5+ years in IT Application Operations / Application Support management.
- Strong project/program management background with proven ability to drive modernization or transformation projects.
- Familiarity with enterprise application operations.
- Experience in incident, problem, and change management frameworks (ITIL/ITSM).
- Exposure to infrastructure operations (servers, storage, license servers) and application monitoring tools.
- Strong understanding of integration challenges (APIs, ERP/PLM connectivity, data workflows).
- Experience working with aerospace, manufacturing, or engineering domains is highly desirable.
- Excellent stakeholder management, communication, and vendor coordination skills.
- Ability to analyze support data and drive continuous improvements with measurable outcomes.

Nice to Have

- Background in DevOps/SRE practices applied to IT Ops modernization.
- Experience implementing automation in application support (AI/ML ticket classification, chatbots, RPA).
- Familiarity with regulatory and compliance frameworks (ITAR, FAA, EASA).

Education & Certifications

- Bachelor’s degree in Computer Science, Engineering, related field, or sufficient experience in executing such engagements.
- PMP, PRINCE2, or SAFe Agile certification preferred.
- ITIL certification (Foundation or higher) strongly preferred.