Manager - Application Support Engineering

Job Description Recruitment Fraud Alert We've learned that scammers are impersonating Commvault team membersincluding HR and leadershipvia email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number. What To Know - Commvault does not conduct interviews by email or text. - We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day. If you suspect a recruiting scam, please contact us at [Confidential Information] About Commvault Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks keeping data safe and businesses resilient. The company's unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. The Opportunity Responsibilities We are seeking a Manager - Application Support Engineering to lead and transform our Application Helpdesk into an observability-first, automation-driven Support Engineering function. Our team supports a wide range of enterprise applicationsincluding Salesforce, Dynamics 365, NetSuite, Workday, Gainsight, and Azure-hosted custom apps. You'll guide the team as it expands its impact; building on a strong foundation of support to become a proactive, telemetry-driven operations function that emphasizes prevention, automation, and continuous improvement. Key responsibilities include but are not limited to the following: Team Transformation - Lead a cross-functional ops/support team responsible for triage, incident resolution, and proactive prevention across enterprise applications. - Empower the team to grow from traditional support into diagnostic engineers who contribute to deployments, testing, telemetry setup, and war rooms. Monitoring, Alerting & On-Call - Own and evolve the monitoring and alerting strategy across Salesforce, Dynamics, Azure Functions, Workday integrations, etc. - Implement and subscribe to alerts from tools like App Insights, Grafana, DataDog etc.. ensuring coverage for key workflows and error patterns. - Define on-call rotations, escalation policies, and SLAs for incident triage. - Lead post-incident reviews and Root Cause Analysis (RCA) to prevent recurrences. Innovation & Operational Excellence - Lead, design, and oversee rollout of AI-infused automation workflows - Drive continuous improvement by eliminating technical debt and automating routine support and monitoring processes. - Own monitoring/telemetry strategy for cloud and on-prem apps. Automation & Case Deflection - Continuously analyze ticket data to identify patterns in recurring issues and automate high-volume, low-complexity resolutions. - Design or supervise self-healing scripts, diagnostics tools, and in-app guidance flows to reduce support burden. - Track and improve deflection metrics, not just closures - i.e., how many issues were avoided, not just resolved. Process Design & Continuous Improvement - Design, implement, and refine SLA frameworks, triage flows, and escalation paths. - Ensure issue classification, tagging, and resolution documentation is consistent, searchable, and useful to downstream analysis or AI tooling. Who You Are - 812 years of experience in technical support/ops roles, with 24 years in people/team leadership. - Familiarity with Salesforce, Azure Functions, C#/.NET APIs, SQL Server, Workday, Dynamics 365, and NetSuite. - Strong experience with C#, SQL Server, and RESTful/async integrations. - Demonstrated ability to build or manage alerting and observability systems. - Experience defining and tracking SLAs, MTTR, ticket deflection etc.. metrics. Essential Certifications - One or more of the following required: - Salesforce Administrator - Azure Administrator - NetSuite Administrator - Gainsight Administrator - Dynamics Administrator - Workday Administrator - ITIL Certification Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work. Commvault's goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email [HIDDEN TEXT] For any inquiries not related to an accommodation please reach out to [HIDDEN TEXT]. Commvault's Privacy Policy